Nortel Networks Call Center Instructions Manual

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Using wildcard characters
You can use the wildcard characters # and * in the match string:
 # matches any single digit
 * matches zero or more digits
When you use the * wildcard character:
 it can appear only once in a match string
 it can appear only at the end of a match string
 it cannot be the only character in a match string
Some examples of using wildcard characters in the match string:
An example of using Intelligent Caller Routing, Advanced
The call center of Bridgestone Computers uses Intelligent Caller Routing, Advanced and Caller 
Input Rules to give some callers access to a special service line. Bridgestone Computers uses 
Professional Call Center, which gives them Intelligent Caller Routing, Advanced functionality.
Customers who purchase equipment that is under warranty have an eight-digit personal 
identification number. When they call Bridgestone Computers’ service line and enter their 
personal identification number, their call receives priority handling in the call center.
Here is how their call is handled:
1The caller hears the greeting for the service line, which includes If you have a personal 
identification number, please enter it now, followed by the # key.
2The caller enters their personal identification number.
3If the caller enters their number incorrectly, the greeting can be repeated as many as three 
times, which is the number of retries the Call Center Administrator has set for Retries in 
Intelligent Caller Routing, Advanced.
4If the caller enters their number correctly, Call Center compares the caller’s personal 
identification number with the Match String in the rules for Rules Table 1.
5For Rules Table 1, the Call Center Administrator created a rule of a fixed length of eight digits 
because all personal identification numbers are eight digits long. 1111##Matches all account numbers 111100 to 111199
########Matches a credit card number with the correct number of digits
#*Matches all valid input greater than 1 character 
						

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6The Call Center Administrator created three rules for Rules Table 1:
 rule 4709####. Customers with servers have a personal identification number that begins 
with 4709
 rule 5709####. Customers with desktop computers have a personal identification number 
that begins with 5709
 rule 6709####. Customers with laptop computers have a personal identification number 
that begins with 6709
7The callers’ personal identification number is 67095233, which matches the rule for laptop 
computers.
8The Call Center Administrator set up the rules in Rules Table 1 with these Actions:
 a match for 4709#### sends callers to skillset 1 (servers) and changes the call priority to 1
 a match for 5709#### sends callers to skillset 2 (desktops) and changes the call priority
to 1
 a match for 6709#### sends callers to skillset 3 (laptops) and changes the call priority to 1
9The call enters skillset 3. Skillset 3 is the priority service skillset for laptops. 
						

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Changing a Caller Input rule
You can change a caller input rule at any time. If you want to change the length for the rules in a 
Caller Input table, refer to “To change the rule length for a Caller Input Table” on page 143. If you 
want to change a specific rule in a table, refer to “To change a Caller Input Rule” on page 143.
To change the rule length for a Caller Input Table
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Caller Input Rules link.
The Caller Input Rules Tables page appears.
4Click the Change link for the table you want to change.
The Rule Table Properties page appears.
5Make the appropriate change to the length. Select 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.
To change 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.
4Click the Rules link for the table that has the rule you want to change.
The Match Table page appears.
5Click the Change link for the rule you want to change.
The Match Rule Setup page appears.
6Make the changes you require to the Match String or Action.
7Click the Submit button.
The Match Table page appears with the changed rule.
8Click the Close button to return to the Caller Input Rules Tables page
or
repeat steps 5 through 7 to change another rule. 
						

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Deleting a Caller Input rule
You can delete a Caller Input rule at any time.
To delete 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.
4Click the Rules link for the table with the rule you want to delete.
The Match 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 Match Table list.
7Click the Close button to return to the Caller Input Rules Tables page.
Clearing a Caller Input Rule Table
If you clear a Caller Input Rule Table, you delete all the rules and rule length information from the 
table.
To clear a Caller Input Rule Table
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Caller Input Rules link.
The Caller Input Rules Tables page appears.
4Click the Clear link for the table you want to clear.
A message appears that asks you to confirm the deletion.
5Click the OK button. 
						

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Chapter 10
Line administration
Before Call Center can answer an incoming line, you must assign the line to be answered by a Call 
Center skillset. Refer to “A comparison of Basic and Professional Call Center” on page 13 for 
information on how many lines you can configure for your call center. The line numbers can be 
any line number from 1 to 500.
For each line that you want Call Center to answer, you assign:
 the line to be answered by Call Center
 the skillset that calls on this line go to
 the number of rings before the line is answered
You can record your line answering information in the table “Line answering” on page 181.
Configuring lines
You must disable a skillset and wait until there are no calls in the skillset before you can add lines 
to it. You cannot add lines to a skillset while it is in use.
Lines that are programmed to be answered by Call Center must not be programmed to be answered 
by another peripheral or application.
To delay calls being answered, you can assign Call Center to answer incoming calls after a 
specified number of rings. The number of rings ranges from zero to 12. If the number of rings is 
zero, Call Center answers immediately.
For lines equipped with Caller ID, you must set the number of rings to two or more. Caller ID 
information is not provided until just prior to the second ring, so if you set the number of rings to 
zero or one, Caller ID information is not relayed.
Long distance charges start when a call is answered by Call Center. To minimize long distance 
charges, set the ring count higher than 0 so that calls spend more waiting time in a ringing state.
Note: Target lines that are assigned to a B2 skillset cannot have their prime 
extension programmed as the Control DN of the skillset. This is restricted by the 
software. The recommended setting for these lines is blank. 
For information on how to program the prime extension, refer to the Business 
Communications Manager Programming Operations Guide or the Norstar System 
Coordinator Guide. 
						

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To configure a line
1Start CallPilot Manager.
2Click the Auto-Attendant heading.
The Lines Administration page appears.
3Click the Change link for the line you want to assign to a skillset.
The Line Properties page appears.
4From the Answer Mode list box, select Call Center.
5In the Table/Skillset Number box type the number of the skillset you want to answer this line.
6From the Number of rings box select the number of rings before Call Center answers.
You must select a number from 0 to 12.
7Click the Submit button. 
						

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Configuring several lines
1Start CallPilot Manager.
2Click the Auto-Attendant heading.
3 Click the Change Many Lines link.
The Change Many Lines page appears.
4In the From box type the number of the first line to add.
5In the To box type the number of the last line to add.
6From the Answer Mode list box select Call Center.
7In the Table/Skillset Number box type the number of the skillset you want to answer these 
lines.
8From the Number of rings list box select the number of rings before Call Center answers.
You must select a number from 0 to 12.
9Click the Submit button. 
						

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Setting the Answer Lines status
The Answer Lines status determines whether Call Center answers the assigned lines. If the Answer 
Line status is set to Yes, Call Center answers the lines assigned as Call Center and CallPilot 
answers the lines assigned as AA. If the Answer Line status is set to No, neither Call Center nor 
CallPilot answers lines.
To set the Answer Lines status
1Press ·°¤.
Enter the Operator password, and then press OK
.
2Press OPER
.
3Press NEXT
4Press NEXT.
5Press CHNG
.
If you set Answer Lines to N the display shows Disabling...
If you set Answer Lines to Y the display shows Enabling...
6Press 
	 to end the session.
Pswd:
RETRY OK
Choose option
OPER
                      MODE
Atdt avail: N
CHNGNEXT
Business open: N
CHNGNEXT
Answer lines? N
CHNG
NEXT 
						

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Chapter 11
Setting up Call Center general properties
Setting up Call Center includes assigning the language and setting up general Call Center 
properties.
You can generate a System Configuration Report to see a snapshot of your Call Center settings.
You can enable Software Authorization Codes if you want to increase the number of agents at your 
call center or enhance your call center with options such as Multimedia Call Center.
Assigning the Call Center language
The languages available for Call Center are the languages that are available for CallPilot. If you 
change the Call Center language, you also change the CallPilot language.
To assign the Call Center language
1Start CallPilot Manager.
2Click the Configuration heading.
3Click the System Properties link.
The System Properties page appears. 
						

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4If you want to use a Primary and an Alternate language, select the Enable Bilingual check 
box. If you clear this check box alternate language prompts are not available.
Disabling bilingual operation affects:
 language designations for Automated Attendant greetings
 voice prompt selections for callers who use the Automated Attendant
 voice prompt selections for callers who transfer to mailbox greetings
5Select a primary language from the Primary Language list box.
Prompting for the Automated Attendant and CCR Trees occurs in this language.
6Select an alternate language from the Alternate Language list box.
The alternate language cannot be the same as the primary language.
7Select the Canadian Pronunciation check box if you want voice prompts that include the 
letter z to be pronounced zed instead of zee. The Canadian Pronunciation check box 
appears only if North American English is the primary or alternate language.
8Click the Submit button.