Nortel Networks Call Center Instructions Manual

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Nortel Networks Call Center Set Up and Operation Guide
Chapter 13
Tips for operating Call Center
This chapter provides tips to improve the operation of Call Center.
Agent administration
 Agents can log on to any telephone on the system.
 Call Center has an Auto Busy Mode feature that ensures that calls do not ring indefinitely at an 
abandoned agent set. If an agent does not answer a call within a specified number of rings, the 
call returns to the skillset to be presented to another agent, and the telephone is placed into 
Auto Busy Mode by Call Center. The agent must manually cancel Auto Busy Mode to resume 
accepting calls.
Skillset administration
 If a call comes in on a line that belongs to a skillset with no available agents, the call is not 
answered until either the Delay Answer Time elapses or an agent becomes available for the 
call.
During the Delay Answer period when the caller hears ringback, the line the call comes in on 
still rings on the sets configured to answer this line.
If your call center has long Delay Answer Times (longer than about 10 seconds), specify to 
callers that their call is being tracked by Call Center. Otherwise, it is possible for callers not to 
understand the long ringback delay and hang up.
Call Center greetings
 Record greetings that are a maximum of 20 seconds long. If your greetings are longer than 20 
seconds, waiting callers must wait longer before they hear a greeting. The longest recorded 
greeting for a skillset affects the frequency with which callers hear greetings. If your greeting 
length times vary a lot, there is a very large variance in how often callers hear greetings. 
Therefore it is best to keep greetings similar lengths if possible, about 20 seconds each.
 Ensure that when you record greetings that you use to transfer callers to a skillset mailbox you 
include in the greeting: “To leave a message in the mailbox press zero” (or the keypad button 
you designate for the skillset mailbox). 
						

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Routing Table administration
 Use Forced Play greetings sparingly. If you use Forced greetings, keep them as short as 
possible. Many long Forced Play greetings slows transferring calls to agents and causes 
unpredictable increases in distribution times. Calls in other skillsets are not affected.
 When a Forced Play greeting plays for the highest priority call in a skillset, the other lower 
priority calls in the skillset have to wait even if agents become available during this time. For 
example, the longest waiting call, which is the highest priority call, gets routed to a Forced 
Play greeting. Agents become available during the time that the highest priority call is played 
a Forced Play greeting. The result is that no calls in this skillset are routed to an agent until the 
Forced Play greeting is finished playing to the highest priority call. This guarantees that the 
highest priority call is answered before lower priority calls in the skillset.
 Ensure that an Intelligent Caller Input Routing, Basic transfers calls to a skillset mailbox if you 
want callers to be able to press 
 to leave a message in a skillset mailbox. Remember to 
explain in your greeting that the you can press 
 to leave a message in a mailbox.
 Program Intelligent Caller Input Routing, Basic to transfer calls to a skillset mailbox for 
Non-business hours greetings so that you do not miss any messages.
 If a Goto step follows a greeting, make a Distribution step the target for the Goto step. If you 
make the Goto target step after a Greeting step another Greeting step, callers hear two 
greetings in a row.
Call Center general parameters
 Do not assign all the available voice channels as reserved channels. Call Center can use any 
voice channel, but reserved channels are never used by voicemail.
 A reserved or voice channel is used when:
— a Call Center greeting is played to a caller
— Off-premise Message Notification notifies you of a message in a skillset mailbox 
						

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How to calculate the longest time a caller can be on hold
The formula used to calculate the longest wait time a caller can be on hold without hearing a 
greeting is:
where:
wait time is the longest time in seconds that a caller can be on hold without hearing a greeting
maximum calls is the maximum number of calls that Call Center can normally handle
— In a call center where external calls are not transferred or forwarded to Call Center, the 
maximum number of calls is the same as the number of lines programmed to be answered 
by Call Center
— In a call center where external calls are frequently transferred or forwarded to Call Center, 
the maximum number of calls is the total number of lines on the system.
For information on how calls transfer to a skillset, refer to “How incoming calls are sent to 
a skillset” on page 37.
voice channels is the estimated number of voice channels available to Call Center
— The minimum number of voice channels available is equal to the number of reserved 
channels you set up in General call center parameters. Additional channels that are not 
used by CallPilot can also be used. For example, even though you assign two reserved 
channels when you set up the General Call Center parameters, Call Center can use 
additional voice channels if and when they are available.
maximum greeting length is the duration of the longest greeting of a skillset in seconds Wait Timemaximum calls
voice channels ------------------------------------
 
1 –  x maximum greeting length = 
						

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Tips to improve the efficiency of Call Center
Plan for busy times:
 when you assign agents to the skillsets, assign as many qualified agents as possible to answer 
calls for the skillsets
 have agents log on to a skillset when it gets busy
Plan for slow times:
 for example, if agents are logged on to skillset 1 only, ensure that incoming calls to skillset 2 
overflow to skillset 1. When you set up skillset parameters for skillset 2, assign a time to the 
Overflow parameter. Then callers can still speak to an agent.
 When no agents are logged on to any skillset, ensure that the call center greetings set up in the 
Routing Table have Transfers set up. If a call center greeting transfers to a skillset mailbox, 
callers can press 
 to leave a message in the skillset mailbox. Ensure that the greeting 
includes that callers can press 
 to leave a message in a mailbox.  is the default keypad 
button callers can press to transfer to the skillset mailbox. You can select a different number. 
						

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Chapter 14
Troubleshooting Call Center
This chapter contains troubleshooting information for problems that can occur while setting up and 
operating Call Center.
Resetting passwords
You can reset passwords if they are lost or forgotten.
Resetting the Operator password
You can reset the Operator () password if it is lost or forgotten.
 is used by the receptionist, Operator and Call Center Administrator.
If you reset the Operator password it is reset to fl‡‹‡¤°fl‡ (Operator).
To reset the Operator password using CallPilot Manager
1Start CallPilot Manager.
2Click the Operations heading.
3Click the Operator Settings link.
The Operator Settings page appears.
4Click the Reset Operator Password check box.
5Click the Submit button.
The password is reset to fl‡‹‡¤°fl‡ (Operator).
To reset refer to
the Operator passwordpage 165
the Call Center Administrator passwordpage 166
a skillset mailbox passwordpage 61
an agent passwordpage 33 
						

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To reset the Operator password using a phone
Resetting the Call Center Administrator password
You can reset the Call Center Administrator password if it is lost or forgotten.
To reset the Call Center Administrator password using CallPilot 
Manager
For how to reset the Call Center Administrator password refer to “Call Center password access” on 
page 20.1Press 
·°fi.
2Press ‡.
In this example, xxx represents the CDN for skillset 1.
3Enter ‡‹‡‹°fl‡‹‡‡‡·‹ 
(Resetoperpswd) and press OK
.
4Press YES
.
5The session ends.
The Operator password is now reset to 
fl‡‹‡¤°fl‡
(Operator.)
Set xxx
NEXT
Pswd:
RETRY OK
Reset pswd?
YES NO
Exit 
						

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Agent problems
Agent log on problems
If an agent cannot log on at their phone:
 ensure the agent ID and password match
 check to see if the agent is already logged on to a different phone
 check to see if a different agent is logged on to this phone
Features that logged on agents must not use
Agents logged on to a skillset must not use theses features:
Call Park
Instead of using Call Park, agents can transfer a call to another agent or send the call back to a 
skillset:
 if the agent wants to send the call to a specific agent, the agent can enter the Transfer Feature 
Code (


 and enter the agent’s extension number
 if the agent wants to send the call to a skillset, the agent can enter the Transfer Feature Code 
(



and enter the CDN of a skillset to send the call to a skillset
Call Forward
Agents must not use Call Forward ( or ) to forward their calls.
Call Pickup
Agents must not use Call Pickup to retrieve a call that is ringing on another agent’s phone.
Instead:
 let the call ring at the agent’s phone until the number of rings for Transfer Callback Timeout is 
reached
or
 enter the Not Ready Feature Code (

 on the other agent’s phone
Answer DN
Do not use the Answer DN feature on any sets that you use as agent or supervisor sets.
Restrictions for using Do Not Disturb
Instead of using Do Not Disturb, agents can use the Not Ready Feature Code (
 
						

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Restrictions for using Call Forward No Answer
When an agent’s phone is on Call Forward No Answer to the voicemail extension, the number of 
rings for Call Forward No Answer must be greater than the number of rings for Transfer Callback 
Timeout.
Agents can use Call Forward All Calls, Call Forward No Answer, and Call Forward on Busy only 
to the voicemail extension.
Restrictions for using Call Forward on Busy
When an agent hone is programmed with Call Forward on Busy to the voicemail extension, the 
Call Center Administrator must program the call center line for that agent as “Appear Only” (not 
ringing).
When an agent phone has a mailbox associated with it, the Call Center lines assigned to the agent 
phone must be set up as Appear Only, not ringing.
Agents can use Call Forward All Calls, Call Forward No Answer, and Call Forward on Busy only 
to the voicemail extension.
Preventing calls from ringing at an agent’s set
To prevent agents who are on a Call Center call from having a second internal call ring on their 
phone, do one of these two things through Unified Manager:
 turn the Do Not Disturb on Busy feature on for the agent’s set
 set the Call Forward on Busy feature for your set to the voicemail DN.
Make sure the Call Center lines on the agent’s set are set to Appear Only, not Ringing.
For information on programming any of these settings, refer to the Business Communications 
Manager 2.5 Programming Operations Guide or the Norstar System Coordinator Guide. 
						

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Skillset problems
Problems enabling skillsets
Make sure that skillsets are assigned a valid CDN before you enable them. If you cannot enable a 
skillset, make sure you assigned it a valid CDN. For information about skillset CDNs refer to 
“Control DN” on page 38.
Problems changing skillset properties
If you cannot change a skillset’s properties, there are two possible reasons:
 The call center skillset is enabled.
You must disable the call center skillset before you can change the skillset properties.
 The skillset mailbox has the wrong extension number.
Refer to “Determining a skillset mailbox number” on page 56 for how to determine a skillset’s 
extension number. The extension number of the skillset mailbox must be the same as the 
Control DN of the skillset. If the skillset mailbox has the wrong extension, you cannot change 
the properties for a skillset mailbox.
To change a skillset mailbox CDN
1Start CallPilot Manager.
2Click the Mailbox Administration heading.
The Mailbox List page appears.
3Click the Change link for the skillset mailbox.
The page for the skillset mailbox appears.
4In the Extension box type the CDN of the skillset.
5Click the Submit button.
Problems viewing skillset settings
If you use Netscape Communicator version 4.77 and not all the Call Center settings shown in this 
guide appear in your browser, refresh the browser by clicking the View menu and clicking Reload. 
						

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Call processing problems
To achieve the most efficient use of your call center, make sure you operate Call Center within its 
maximum limits. If you overload Call Center, slow or unpredictable call processing times can 
occur.
The Call Center maximum configuration limits are 80 active agents, 100 active calls and 50 
skillsets. Although these are the configuration limits for Call Center software, we recommend that 
you are cautious about approaching the maximum of any of these limits. Business 
Communications Manager 2.5 has other services that also use its hardware and software resources.
As a guideline, we recommend that if you are approaching the limit for agents, active calls or 
skillsets, you keep the other two settings at about half their configurable maximum or less.
For example, if your number of 
active agents is betweenwe recommend that your 
maximum number of active calls 
is betweenand your number of enabled 
skillsets is between
41 - 80 1 - 50 1 - 25
1 - 40 51 - 100 1 - 25
1 - 40 1 - 50 26 - 50