Nortel Networks Call Center Instructions Manual
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171 Nortel Networks Call Center Set Up and Operation Guide Chapter 15 Call Center Programming Record For this programming task see on page Record the Feature Codes used by Call CenterFeature Codes 172 Record the line information for lines answered by Call CenterLine answering 181 Record the Operator and Business Status settingsOperator/Business Status 172 Record the number of reserved channels, the Primary and Secondary Alert times and the Master Client AddressGeneral Call Center properties 172 Record agent ID, agent name, Priority, supervisor status and skillset for each agentCall Center agents 175 Record Control DN, skillset name, MWI ext, Method, Break Time and Delay Answer time limitCall Center skillsets 173 Record the Intelligent Overflow Routing parameters for each skillsetIntelligent Overflow Routing 174 Record agents assigned to the skillsetsSkillset assignments 176 Record the skillset mailbox name, skillset mailbox number, MWI extension and skillset mailbox passwordSkillset mailboxes 177 Record the type of step and step parameters for Day and Night Routing TablesRouting Tables 178 Record Caller Input RulesCaller Input Rules 179 Record CLID/DNIS RoutingIntelligent CLID/DNIS Routing 180 Record Line Answering detailsLine answering 181 Note: Make copies of these pages as required.
172Chapter 15 Call Center Programming Record P0919436 03 Feature Codes General Call Center properties Operator/Business Status Feature code name Dialpad buttons Custom Feature Code Display Waiting Calls ____ ____ Open Mailbox ____ ____ Log on/Log off ____ ____ Not Ready ____ ____ Return to skillset on No Answer ____ ____ Voicemail DN ____ ____ Operator status ____ ____ Number of Reserved channels Primary alert time limit in mm:ss Secondary alert time limit in mm:ss Master Client Address Password OPERATOR (67372867) Receptionist or Operator available* Y N Business open* Y N Answer trunks Y N Receptionist or Operator extension Call Center Service*Skillset Number ___ Auto Manual Day Night Skillset Number ___ Auto Manual Day Night * These settings are usually changed by the receptionist or Operator on a daily basis.
Chapter 15 Call Center Programming Record173 Nortel Networks Call Center Set Up and Operation Guide Call Center skillsets Skillset parameterRules Default Skillset # Skillset name Maximum 16 characters SKILLn Control DN (CDN)Extension cannot be used by another telephone or peripheral MWI extension Method Least Busy or Preferred Least Busy Break TimeEnter as mm:ss minimum: 00 min 00 sec maximum: 59 min, 59 sec 00:30 Delay answerEnter as mm:ss minimum: 00 min 01 sec maximum: 10 min 00 sec 00:00 Skillset parameterRules Default Skillset # Skillset name Maximum 16 characters SKILLn Control DN (CDN)Extension cannot be used by another telephone or peripheral MWI extension Method Least Busy or Preferred Least Busy Break TimeEnter as mm:ss minimum: 00 min 00 sec maximum: 59 min, 59 sec 00:30 Delay answerEnter as mm:ss minimum: 00 min 01 sec maximum: 10 min 00 sec 00:00
174Chapter 15 Call Center Programming Record P0919436 03 Intelligent Overflow Routing Skillset: Service Mode (circle one)Conditions Destination Day Night 24 HourTimer: ____:____ Agents not logged in: Y NMove to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 HourTimer: ____:____ Agents not logged in: Y NMove to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 HourTimer: ____:____ Agents not logged in: Y NMove to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 HourTimer: ____:____ Agents not logged in: Y NMove to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 HourTimer: ____:____ Agents not logged in: Y NMove to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 HourTimer: ____:____ Agents not logged in: Y NMove to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 HourTimer: ____:____ Agents not logged in: Y NMove to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 HourTimer: ____:____ Agents not logged in: Y NMove to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 HourTimer: ____:____ Agents not logged in: Y NMove to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox Day Night 24 HourTimer: ____:____ Agents not logged in: Y NMove to skillset: ___ Overflow to skillset(s): _________________ Send to skillset mailbox
Chapter 15 Call Center Programming Record175 Nortel Networks Call Center Set Up and Operation Guide Call Center agents Agent ID Agent name Supervisor status (yes or no)Names and #s of skillsets agent is assigned toPriority in skillset
176Chapter 15 Call Center Programming Record P0919436 03 Skillset assignments Skillset name and # Agent ID and name Priority
Chapter 15 Call Center Programming Record177 Nortel Networks Call Center Set Up and Operation Guide Skillset mailboxes Skillset # Mailbox name Mailbox number (Control DN)MWI extension Mailbox password
178Chapter 15 Call Center Programming Record P0919436 03 Routing Tables Skillset # _______________ Day or Night _______________ Step # Type of step: Greeting, Distribution, Transfer, Intelligent Caller Input Routing Basic or Advanced, DisconnectStep parameters
Chapter 15 Call Center Programming Record179 Nortel Networks Call Center Set Up and Operation Guide Caller Input Rules Rule table # _______________ Length: Fixed _______________ Variable _______________ Skillset name and # Match string Action
180Chapter 15 Call Center Programming Record P0919436 03 Intelligent CLID/DNIS Routing Type of call: Line, Voice Button, CLID/ANI, DNISAction