Nortel Networks Call Center Instructions Manual
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Chapter 9 Setting up Routing Tables 131 Nortel Networks Call Center Set Up and Operation Guide 4The display shows the Service Mode for skillset 1. In this example, skillset 1 is in Auto mode. Press CHNG if you want to change the Service Mode to Day or Night or press VIEW if you want to view the details for the Service Mode or press NEXT if you have a Day Routing Table for skillset 2. 5The display shows the Service Mode for skillset 2. In this example, skillset 1 is in Auto mode. Press CHNG if you want to change the Service Mode to Day or Night or press VIEW if you want to view the details for the Service Mode or press NEXT . 6The session ends when the Service Modes for all skillsets has been displayed. Note: Remember to manually choose the Day Routing Table or the Automatic Service Mode when your business returns to regular hours. Mode 1: Auto CHNG VIEW NEXT Mode 2: Day CHNG NEXT Exit
132 Chapter 9 Setting up Routing Tables P0919436 03 Example of a Day Routing Table To set up the routing table steps in shown in “Example of Day Routing Table steps”, follow the procedure “To set up the Day Routing Table example”. Example of Day Routing Table steps To set up the Day Routing Table example 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Skillset List link. The Skillset List link appears. 4Click the Day link for Skillset 1. The Day Routing Table page appears. 5Click the Insert link. The Routing Step page appears. Greeting 1 is assigned by default. 6Select the Forced Play check box. 7At the Intelligent Caller Input Routing option select None. 8Click the Submit button. The Greeting step appears as step 1 in the Day Routing Table list. 9Click the Insert link for the End step. The Routing Step page appears. 10Click the Distribute for option. Step number Type of step Step parameters 1Greeting Greeting 1, information greeting Forced Transfer none enabled 2Distribute for 1:00 (one minute) 3Greeting Greeting 2, general company greeting Not forced play Intelligent Call Input Routing, Basic with defaults 4Distribute for Accept default - distribute for 00:30 (thirty seconds) 5Greeting Greeting 3, please wait greeting Not forced play Intelligent Call Input Routing, Basic with operator default 6Goto Routing Table step 2
Chapter 9 Setting up Routing Tables 133 Nortel Networks Call Center Set Up and Operation Guide 11In the Distribute for box enter the time 01:00. 12Click the Submit button. The Distribute For step appears as step 2 in the Day Routing Table list. 13Click the Insert link for the End step. The Routing Step page appears. The Greeting option is selected by default. 14In the Greeting box type 2. 15At the Intelligent Caller Input Routing option, select Basic. The Auto-Attendant, Operator, Skillset Mailbox and CCR check boxes are selected by default. The default DTMF digits for each destination are shown. 16Click the Submit button. The Greeting step appears as step 3 in the Day Routing Table page. 17Click the Insert link for the End step. The Routing Step page appears. 18Select the Distribute for option. The default time of 00:30 is shown in the Distribute for box. 19Click the Submit button. The Distribute for step appears as step 4 in the Day Routing Table list. 20Click the Insert link for the End step. The Routing Step page appears. Greeting is selected by default. 21In the Greeting box type 3. 22At the Intelligent Caller Input Routing option select Basic. 23Clear the Auto-Attendant, Skillset Mailbox and CCR check boxes so that just the Operator check box is selected. 24Click the Submit button. The Greeting step appears as step 6 in the Day Routing Table list. 25Click the Insert link of the End step. The Routing Step page appears. 26Select the Goto step option. 27From the Goto step list box select 2. 28Click the Submit button. The Goto step appears as step 6 in the Day Routing Table list. 29Click the Close button to return to the Skillset List page.
134 Chapter 9 Setting up Routing Tables P0919436 03 Example of a Night Routing Table To set up the routing table steps shown in “Example of Night Routing Table steps”, follow the procedure “To set up the Night Routing Table example”. Example of Night Routing Table steps To set up the Night Routing Table example 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Skillset List link. The Skillset List page appears. 4Click the Night link for Skillset 1. The Night Routing Table page appears. 5Click the Insert link. The Routing Step page appears. The Greeting option is selected by default. 6In the Greeting box, type 6. 7At the Intelligent Caller Input Routing option, select Basic. 8Click the Submit button. The Greeting step appears as step 1 in the Night Routing Table list. 9Click the Insert link for the End step. The Routing Step page appears. 10Select the Disconnect option. 11Click the Submit button. The Disconnect step appears as step 2 in the Night Routing Table list. 12Click the Close button to return to the Skillset List page. Step number Type of step Step parameters 1Greeting Greeting 6, non-business hours greeting Not forced play Intelligent Call Input Routing, Basic 2Disconnect There are no parameters for the Disconnect option.
Chapter 9 Setting up Routing Tables 135 Nortel Networks Call Center Set Up and Operation Guide Changing a Routing Table You must disable a skillset before you can change its routing table. For how to disable a skillset refer to “Disabling a skillset” on page 53. Reviewing Routing Table steps You can review the steps for enabled skillsets. 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Skillset List link. The Skillset List page appears. 4Click the Day or Night link for the skillset whose routing table steps you want to review. The Day or Night Routing Table page appears. 5Click the View link to view the steps. 6After you review the steps, click the Close button. Modifying Routing Table steps You must disable a skillset before you can modify its routing table steps. For how to disable a skillset refer to “Disabling a skillset” on page 53. 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Skillset List heading. The Skillset List page appears. 4Click the Day or the Night link for the skillset with the routing table you want to change. The Day or the Night Routing Table page appears for the skillset. To Follow the procedure Insert steps“Adding a Greeting step” on page 121 “Adding a Distribute for step” on page 124 “Adding a Goto step” on page 125 “Adding a Transfer step” on page 126 “Adding a Disconnect step” on page 127 Review steps“Reviewing Routing Table steps” on page 135 Modify steps“Modifying Routing Table steps” on page 135 Delete steps“Deleting Routing Table steps” on page 136
136 Chapter 9 Setting up Routing Tables P0919436 03 5Click the Modify link for the step you want to change. The Routing Step page appears. 6Make the changes you want to the routing table step. 7Click the Submit button. The changed step appears in the Routing Table list. 8Click the Close button to return to the Skillset List page. Deleting Routing Table steps You must disable a skillset before you can delete its routing table steps. For how to disable a skillset refer to “Disabling a skillset” on page 53. 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 with the step you want to delete. The Day or the Night Routing Table page appears for the skillset. 5Click the Delete link for the step you want to delete. A message appears that asks you to confirm the deletion. 6Click the OK button. The step is deleted from the Routing Table list. 7Click the Close button to return to the Skillset List page.
Chapter 9 Setting up Routing Tables 137 Nortel Networks Call Center Set Up and Operation Guide Creating Caller Input Rules If you use Professional Call Center, you can create Caller Input Rules that route calls to other skillsets or locations based on caller multi-digit DTMF input. Caller Input Rules let you identify callers depending on what kind of services your call center has. For example, callers can enter a passcode to access a special service line. Refer to “An example of using Intelligent Caller Routing, Advanced” on page 141 for an example of how to use Caller Input Rules in your call center. You can create up to 2,000 Caller Input Rules for each table. Each rule has a Match String, and an Action. The Match String is the string of digits that is checked, and the Action is the routing applied to calls that match the rule. The list of Caller Input Rules is sorted numerically by Match String. If strings overlap, longer, more-specific strings appear before shorter, less-specific strings. To create a Caller Input Rule 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Caller Input Rules link. The Caller Input Rules Tables page appears. Note: When you record the greetings you want to use for Caller Input, include that the caller must press after they enter their input. For example, If you have a personal identification number, please enter it now, followed by the # key.
138 Chapter 9 Setting up Routing Tables P0919436 03 4Click the Change link for the Caller Input Rules Table you want to add a rule to. The Rule Table Properties page appears. 5Select Fixed or Variable, depending on whether you want to create a rule that applies to a dialstring of a fixed or variable length: If you select Fixed, in the Fixed box enter the number of digits allowed. The fixed length can be from 1 to 50 digits. If you select Variable, in the Variable boxes type the minimum to the maximum range of caller input digits. The minimum value must be 1 or greater. The maximum value must be anything greater than the minimum value, up to 50. 6Click the Submit button. You return to the Caller Input Rules Tables page. 7Click the Rules link for the table you want to create a rule for. The Match Table page appears.
Chapter 9 Setting up Routing Tables 139 Nortel Networks Call Center Set Up and Operation Guide 8Click the Add button. The Match Rule Setup page appears. 9In the Match String box type the string you want to match. You can use # and * as wildcard characters. For information on using wildcard characters refer to “Using wildcard characters” on page 141. 10Select an action for how you want to route the call: if you want to transfer the call to another skillset: —select Move to Skillset — from the list box select the number of the skillset you want to transfer the call to. — if you want to change the priority of the call, select a number between 1 and 20 from the New Call Priority list box. The default is 10. if you want to transfer the call to the skillset mailbox, select Send to Skillset Mailbox if you want to transfer the call to an extension, select Transfer to Extension and in the box type the extension number you want to transfer the call to if you want to transfer the call to a mailbox, select Transfer to Mailbox and in the box type the mailbox number you want to transfer the call to if you want to transfer the call to an external number: —select Transfer to External — in the box type the number you want to transfer the call to —from the Outdial Method list box select an outdial method
140 Chapter 9 Setting up Routing Tables P0919436 03 — if you select Line or Pool, in the Line/Pool# box type the line or line pool number used 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 if you want to the call to remain in its skillset but you want to change the call’s priority within the skillset, select Change Call Priority Only and from the New Call Priority list box select a priority between 1 and 20 for the call. The default is 10. 11Click the Submit button. The rule you created appears in the Match Table. Repeat steps 8 through 11 if you want to add another rule to the table or click the Close button to return to the Caller Input Rules Tables page. 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.