Nortel Networks Call Center Instructions Manual

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Nortel Networks Call Center Set Up and Operation Guide
Adding a Greeting step
Greeting steps play a message to waiting callers.
To add a Greeting step
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset List link.
The Skillsets List page appears.
4Click the Day or the Night link for the skillset to which you want to add a greeting step.
The Day or the Night Routing Table page appears. 
						

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5Click the Insert link.
The Routing Step page appears.
6At the Step Type option, select Greeting and enter the greeting number you want to use.
7If you want the caller to listen to the entire message before they transfer to an agent, select the 
Forced Play check box.
8At the Intelligent Caller Input Routing option, select how you want callers to be able to 
transfer their calls:
 Select None if you do not want callers to be able to transfer their calls.
 Select Basic if you want callers to be able to transfer to the Automated Attendant, 
operator, skillset mailbox or a CCR Tree. Select the transfers available to callers:
— Select the Auto Attendant check box if you want callers to be able to transfer to the 
Automated Attendant. By default callers press 
 to transfer to the Automated 
Attendant. You can assign a different dialpad button by selecting a number from the 
list box. 
						

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— Select the Operator check box if you want callers to be able to transfer to the 
Operator. By default callers press 

to transfer to the Operator. You can assign a 
different dialpad button by selecting a number from the list box.
— Select the Skillset Mailbox check box if you want callers to be able to transfer to the 
skillset mailbox. By default callers press 
 to transfer to the skillset mailbox. You 
can assign a different dialpad button by selecting a number from the list box.
— Select the CCR check box if you want callers to be able to transfer to a CCR Tree.
By default callers press 
 to transfer to a CCR Tree. You can assign a different 
dialpad button by selecting a number from the list box. From the Tree list box select 
the CCR Tree you want callers to transfer to.
 Select Advanced if you want callers to be able to enter multiple digits such as a passcode 
or a credit card number. Select the Advanced parameters:
—From the Retries list box select the a number between 0 and 5.
The default is 2. This is the number of times a Data Entry step repeats itself on a caller 
entry error.
—From the Caller Input Rules Table list box select a number between 1 and 9.
The default is 1. This is the rules table used for processing this route step.
You must have created rules in the Caller Input Rules Table. For more information, 
refer to “Creating Caller Input Rules” on page 137.
9Click the Submit button.
The Greeting step appears in the Routing Table list.
10Click the Close button to return to the Skillset list.
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. 
						

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Adding a Distribute for step
Distribute for steps put callers on hold while they wait for an agent.
To add a Distribute for step
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset List link.
The Skillset List page appears.
4Click the Day or the Night link for the skillset you want to add a distribution step to.
The Day or Night Routing Table page appears for the skillset.
5Click the Insert link for the step you want to add a Distribute for step to.
The Routing Step page appears.
6Click the Distribute for option.
7In the Distribute for box enter the longest time in minutes and seconds that callers can wait on 
hold in this step.
8Click the Submit button.
The Distribute For step appears in the Routing Table list.
9Click the Close button to return to the Skillset list. 
						

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Adding a Goto step
Goto steps send a caller to another step in the routing table. You can add a Goto step only to the 
end of a routing table.
To add a Goto step
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset link.
The Skillset List page appears.
4Click the Day or the Night link for the skillset you want to add a Goto step to.
The Day or the Night Routing Table page appears.
5Click the Insert link for the step you want to add a Goto step to.
The Routing Step page appears.
6Click the Goto Step option.
7From the Goto Step list box select the number of the Routing Table step you want to send 
callers to.
8Click the Submit button.
The Goto step appears in the Routing Table list.
9Click the Close button to return to the Skillset List page. 
						

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Adding a Transfer step
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset List link.
The Skillset List page appears.
4Click the Day or the Night link for the skillset you want to add a Transfer step to.
The Day or the Night Routing Table page appears.
5Click the Insert link for the step you want to add a Transfer step to.
The Routing Step page appears.
6Select where you want to transfer the call to:
 if you want to transfer the call to an extension, select Transfer to Extension and enter the 
extension
 if you want to transfer the call to a mailbox, select Transfer to mailbox and enter the 
mailbox number
 if you want to transfer the call to an external number:
—select Transfer to external and enter the external number
—from the Outdial Method list box select Line, Pool or Route
— if you select Line or Pool, in the Line/Pool# box enter the line or line pool number
 if you want to transfer the call to the Automated Attendant, select Transfer to Auto 
Attendant
 if you want to transfer the call to the operator, select Transfer to Operator
 if you want 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.
7Click the Submit button.
The Transfer step appears in the Routing Table list.
8Click the Close button to return to the Skillset list.
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. 
						

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Adding a Disconnect step
Disconnect steps release a call from the skillset it is in. If the first step in a routing table is a 
Disconnect step, Call Center does not answer the line.
To add a disconnect step
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset List link.
The Skillsets List page appears.
4Click the Day or the Night link for the skillset you want to add a disconnect step to.
The Day or the Night Routing Table page appears.
5Click the Insert link for a step in the routing table.
The disconnect step is added before this step. To add the disconnect step to the end of the 
routing table, click the Insert link for the End step. If the Routing Table is full the End step 
does not appear.
The Routing Step page appears.
6Click the Disconnect option.
7Click the Submit button.
The Disconnect step appears in the Routing Table list.
8Click the Close button to return to the Skillset List page. 
						

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Assigning Routing Table hours of operation
To assign the routing table hours of operation for each day of the week, you set the start times for 
the Day and Night Routing Tables for each skillset. The start times determine which routing table 
is used for the skillset.
You can also leave the default as 24 hour operation. If you select 24 hour operation, the skillset 
uses the Day Routing Table only for that day.
To assigning hours of operation to a skillset
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset List link.
The Skillset List page appears.
4Click the ServiceMode link for the skillset you want to set up.
The Skillset Service Mode page appears. 
						

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5For each day of the week set the hours of operation for the skillset:
 to have the skillset operate in 24 hour mode, leave the 24 hr Service check box selected 
for that day
 to set the start time for the Day Routing Table, in the Day Start Time box enter the start 
time in 24 hour format
 to set the start time for the Night Routing Table, in the Night Start Time box enter the 
start time in 24 hour format
6Click the Submit button. 
						

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Setting the Service Mode for skillsets
You must set the Service Mode the skillset uses so that calls are answered correctly.
Before you set the Service Mode you must:
 configure a skillset
 set up at least a Day Routing Table for the skillset
The default Call Center Service Mode is 24 hour operation. You can change the hours of operation 
using the Operator Feature Code (
). There are six possible Service Modes:
To set the Service Mode for a skillset
AutoThe skillset uses the Automatic Service Mode. You must configure both the Day and Night 
Routing Tables before you can assign the Automatic Service Mode to the skillset.
DayThe skillset uses the Manual Service mode and the Day Routing Table.
You must configure the Day Routing Table before you can assign the Manual Service Mode 
and the Day Routing Table.
NightThe skillset uses the Manual Service mode and the Night Routing Table.
You must configure the Night Routing Table before you can assign the Manual Service Mode 
and the Night Routing Table.
24 HourThe skillset uses the Day Routing Table only.
You must configure the Day Routing Table for 24 hour operation to use this Service Mode.
UninitThe skillset is not configured.
You must configure the skillset before you can assign the Service Mode.
InvalidYou have only partially configured the skillset. You cannot enable this skillset.
Note: If you originally configure the skillset with a Day Routing Table only and 
enable the skillset, Call Center will recognize the Service Mode as Day. Afterwards, 
if you and add a Night Routing Table, Call Center still recognizes the Service Mode 
as Day. You must set the Service Mode to Auto to get Call Center to function in the 
Auto Service Mode.
1Press 
·°¤.
Enter the default Operator password fl‡‹‡¤°fl‡,
(Operator) and press OK
or
if you changed the default Operator password, enter the new 
password and press OK
.
2Press MODE
.
3This display appears briefly.
Pswd:
RETRY                       OK
Choose option
OPER                      MODE
Call Center