Nortel Networks Call Center Instructions Manual

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Nortel Networks Call Center Set Up and Operation Guide
General Call Center properties
When you set up Call Center you must assign values for the general properties. The general Call 
Center properties are:
Primary and Secondary alert times
Alert times are time limits for calls waiting in skillsets. The Secondary alert time must be a greater 
than the Primary alert time. You can have Primary and Secondary alerts for all the calls in the call 
center, or for just the calls waiting in skillsets that you are logged on to.
If a call exceeds the Primary alert time:
 a memory button indicator programmed with Display Waiting Calls (

) flashes 
slowly. 

 flashes based on the status of all the calls in the call center.
 a memory button indicator programmed with Agent Login (

) flashes slowly. 

 flashes based on the status of the calls for the skillsets an agent is logged on to.
If a call exceeds the Secondary alert time:
 a memory button indicator programmed with Display Waiting Calls (

) flashes 
quickly. 

 flashes based on the status of all the calls in the call center.
 a memory button indicator programmed with Agent Login (

) flashes quickly. 

 flashes based on the status of the calls for the skillsets an agent is logged on to.
A slowly flashing indicator alerts you that a call has exceeded the Primary alert time. A quickly 
flashing indicator alerts you that a call has exceeded the Secondary alert time. The indicator stops 
flashing when the calls are handled.
You assign alert times in minutes and seconds. There is no default value for alert times.
For how to program a memory button, refer to “Programming a memory button with a Feature 
Code” on page 26.
Note: Agents do not have to be logged on to see the Display Waiting Calls memory 
button flashing. A memory button must be programmed with the Display Waiting Calls 
Feature Code and the Primary alert time must be set up for the memory button to show 
waiting calls status. 
						

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Reserved channels
Reserved channels are voice channels that are reserved for use by Call Center. If you reserve 
channels you ensure that callers are played skillset announcements, and CallPilot does not use all 
of the voice channels.
A reserved channel is used when:
 a Call Center greeting plays to a caller
 Off-premise Message Notification notifies you that there is a message in a skillset mailbox
Master Client Address
The Master Client Address is the address where the real time data stream for Call Center Reporting 
purposes is delivered. You must enter either the host name or the IP address of the computer that is 
running the Call Center Reporting Master Client.
The Master Client Address appears only if you use Call Center Professional on a Business 
Communications Manager 2.5 system, or if you have purchased and enabled the Call Center 
Reporting Software Authorization Code. Contact your service representative if you are interested 
in the Call Center Reporting Software Authorization Code. 
						

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Setting up general Call Center properties
For information about the general Call Center properties refer to “General call center properties” 
on page 151.
To set up the general Call Center properties
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the General Properties link.
The Call Center Properties page appears.
4To enable the Primary Alert, select the Primary Alert check box and enter the Primary Alert 
time.
5To enable the Secondary Alert, select the Secondary Alert check box and enter the Secondary 
Alert time. The Secondary Alert time must be greater than the Primary Alert time.
6If you use Call Center Reporting, in the Master Client Address box type the host name or IP 
address of the computer running the Call Center Reporting Master Client. The Master Client 
Address box is available only if you use Call Center Reporting.
7From the Reserved Channels list box select the number of voice channels you want to reserve 
for Call Center.
8Click the Submit button. 
						

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System Configuration Report
The System Configuration Report includes information about Call Center configuration.
The Call Center information in the System Configuration Report:
Call Center ParametersLists the current Call Center general parameters.
Voice Button Propertieswhether Voice Button (Multimedia Call Center) is enabled or disabled
Server Address
Server Port
Call Center agentsLists for each agent:
Agent ID
Agent name
Priority
Skillsets assigned
Automatic answer
Call type
Missed call
Supervisor status
Call Center skillsetsLists for each skillset:
Skillset ID
Skillset Name 
Control DN
Message Waiting Indicator extension
Method of Call Distribution
Not Ready time
Delay answer time
Call Center Routing TablesLists for each skillset:
Skillset number
Day Routing Table start time
Night Routing Table start time
Day Routing Table steps
Night Routing Table steps
Call Center overflowSkillset number
Skillset name
Enabled or disabled
Rule
Service Mode
Conditions
Actions
Call Center GreetingsLists for each call center greeting:
Greeting number
Status (whether the greeting is recorded)
Skillsets that use the greeting 
						

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To generate the System Configuration Report
1Start CallPilot Manger.
2Click the Reports heading.
3Click the System Configuration link.
The System Configuration Report appears. It can take several minutes to generate the report.
4To print the report, click the Print button.
5When you are finished printing or viewing the report, click the Close button.
Call Center Intelligent CLID/
DNIS RoutingLine
CLID/ANI number
DNIS number
Action
Call Center Intelligent Caller 
Input Routing TablesLength of rule
Match string
Action 
						

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Enabling Software Authorization Codes
You enable software authorization codes to install Call Center, to increase the number of agents at 
your call center, and to enhance your call center with options such as Multimedia Call Center and 
Call Center Reporting.
To enable a software authorization code for Business 
Communications Manager 2.5
1Point your web browser to the URL
http://:6800
where  is the IP address of Business Communications Manager 2.5.
The Business Communications Manager 2.5 Unified Manager screen appears.
2Click the Configure button.
The Login screen appears.
3In the User ID box type the supervisor user ID. The default user ID is supervisor.
4In the Password box type the supervisor password. The default password is visor.
5Click the Login button.
The Business Communications Manager screen appears.
6Click the System key.
7Click the Licensing heading.
The Licensing Setting screen appears.
8On the Configuration menu click Add a Keycode.
The Applied Keycodes screen appears.
9In the Keycode box type the number of the software authorization code for the option you 
want to install.
10Click the Save button.
11If you enable the software authorization code for Call Center or Professional Call Center, you 
must reboot your system by following steps 12 through 14.
If you enabled any other software authorization codes you do not have to reboot your system.
12Choose System in the navigation tree.
The Logoff menu is enabled.
13On the Logoff menu, click Reboot.
A message appears that asks you to confirm your request to reboot.
14Click the Yes button to reboot.
Note: If you enable the software authorization code for Call Center or 
Professional Call Center, you must reboot your system. 
						

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To enable a software authorization code for CallPilot 150
1Start CallPilot Manager.
2Click the Configuration heading.
3Click the Installed Options link.
The Installed Options page appears.
4In the Keycode boxes type the software authorization code for the option you want to install.
5Click the Add button.
The option you installed appears in the Installed Options list.
6If you enable the software authorization code for Call Center or Professional Call Center, you 
must reboot your system by performing step 7.
If you enabled any other software authorization codes you do not have to reboot your system.
7Reboot your system by removing and then reapplying power. 
						

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Chapter 12
Monitoring Call Center call activity
Monitoring call activity
There are two ways that you and supervisors can monitor call activity at your call center.
You can monitor call activity by viewing memory buttons that you program with 

(Display Waiting Calls, Skillset Status) and 
 (Log on/Log off, 
Monitor Skillsets). For more information on this method of monitoring, refer to “Primary and 
Secondary alert times” on page 151.
You can also use 

 to monitor the real-time status of call activity. As your call center 
receives calls, you can use 

 to view for each skillset:
 the display waiting calls status (enabled or disabled)
 the number of agents logged on
 number of calls waiting
 the longest time a call has been waiting
Display Waiting Calls lets you know when a skillset in your call center gets very busy. You can 
ask qualified agents to log on to the busy skillset.
Note: You can monitor only incoming calls. You cannot monitor outgoing calls.
If you want to monitor agents, ask them not to:
 use Call Forward on Busy
 use Do Not Disturb. 
 make conference calls while they are logged onto Call Center
You cannot monitor agents who are using any of these features.
Note: Multimedia Call Center Calls that do not have a PSTN component do not appear in 
Call Center Reporting.
If a Multimedia Call Center agent logs on to their set but does not log onto their computer, 
the agent appears as logged on to the Call Center, but does not receive any calls. To check 
whether agents are taking calls, you can create a report in Call Center Reporting.
If you have the Call Center Reporting option enabled, you can monitor and record call 
activity from a computer that is running Call Center Reporting. 
						

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Using Display Waiting Calls to monitor call activity
In the example shown here, there are calls waiting in skillset 1. In this situation, after you monitor 
the skillsets, you can ask any qualified and available agents from another skillset to log on to 
skillset 1 until the calls in skillset 1 are handled.
To monitor call activity in a skillset
To monitor calls using a one line telephone
You can monitor calls using a one line telephone. While you are using ·
, on a one 
line or a two line telephone you can:
press ⁄ for GOTO to enter the number of the skillset you want to monitor
press ¤ for SKILL to monitor the next enabled skillset
press 
 or  for NEXT
press 
 for PREV to go to previous menu
press 
 to go to the next menu
press 
 to cancel the session1Press 
·
.
2Press NEXT
 to monitor skillset 1.
In this example, skillset 1 is enabled and appears on the display 
first. If skillset 1 is not enabled, press NEXT
 to go to skillset 2. To 
monitor the next skillset, press 
SKILL at any time.
3The display shows the number of agents logged on to skillset 1.
Press NEXT
.
4The display shows the calls that are currently waiting to be 
answered by agents in skillset 1.
Press NEXT
.
5The display shows that the call waiting the longest in skillset 1 
has been waiting for four minutes.
6Press 
	 to end the session
or
press NEXT
 to monitor skillset 2.
Skill 1: Enabled
SKILL NEXT
1: 7 agents
SKILL NEXT
1: 2 calls
SKILL NEXT
1: wait 4:00
SKILL NEXT