Nortel Networks Call Center Instructions Manual
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Chapter 15 Call Center Programming Record181 Nortel Networks Call Center Set Up and Operation Guide Line answering Line # Skillset # # of rings (0 to 12) for Caller ID minimum 2 rings
182Chapter 15 Call Center Programming Record P0919436 03
183 Nortel Networks Call Center Set Up and Operation Guide Glossary AA See Automated Attendant. Agent An agent is a person who is assigned to answer calls for one or more skillsets in your call center. Agent ID When you add an agent, Call Center assigns an agent ID number you use to identify the agent. The agent uses their agent ID number and password to log on when they are ready to receive calls. Alert times Alert times are time limits that you assign for calls waiting in skillsets. If a call exceeds the Primary or the Secondary alert time limit, a programmed memory button indicator flashes. A slow flash means that a call has exceeded the Primary alert time. A quick flash means that a call has exceeded the Secondary alert time. Attendant The attendant is the person who you assign to answer an extension number. The attendant can be a receptionist, operator or target attendant. Automated Attendant (AA) The Automated Attendant is similar to an automatic answering service. AA answers incoming calls with a Company Greeting and a menu of options. AA routes calls in response to a caller’s dialpad selections. For a greater range of options and services for incoming calls, a Custom Call Routing (CCR) menu can be assigned to play instead of the Automated Attendant menu. Automatic Answer Automatic Answer (previously called Force Call) is an agent parameter that force delivers calls to an agent. If Automatic Answer is enabled, the agent hears a tone that indicates that a call is delivered. The agent is automatically in the handsfree mode. If Automatic Answer is not enabled, calls ring at the agents telephone and the agent must manually answer the calls. Break Time Break Time is a time period you set up for agents to complete paperwork or other tasks after they finish a call. After an agent completes a call, they are taken out of the skillset for this Break Time. The agent can extend or cancel the Break Time by using the Not Ready Feature Code. CCR See Custom Call Routing.
184 Glossary P0919436 03 CDN See Control Directory Number. Call Center Call Center receives, holds and routes calls to agents in a call center. call center A call center is a department or a business that uses Nortel Networks Call Center to handle numerous incoming calls. A call center typically employs several agents to answer calls. Call Center Administrator The Call Center Administrator sets up, and manages the day-to-day operation of a call center. The Call Center Administrator monitors the overall performance of the call center and balances the staffing according to call traffic demands. Call Forward All Calls This feature forwards all calls from a phone to another extension number. For example, all calls from a telephone can be forwarded to the CDN of a skillset. Call Forward No Answer This feature forwards unanswered calls from a phone to another extension number. A call is considered unanswered if no one answers the call before a specified number of rings. Call Forward On Busy This feature forwards all calls from a phone to another extension if all the lines assigned to the phone are busy. Channel A channel is the voice path that Call Center uses to play greetings to callers. A voice channel is also the voice path used when anyone uses a Feature Code to access Call Center. Class of Service The Class of Service defines the values for mailboxes. Control Directory Number (CDN) The Control Directory Number (Control DN or CDN) is the extension number of a Call Center skillset. The CDN is the number used to transfer calls to a skillset. The CallPilot installer is responsible for assigning a CDN to each skillset before the skillset can be enabled.
Glossary 185 Nortel Networks Call Center Set Up and Operation Guide Custom Call Routing (CCR) CCR is a routing feature that you can program to present a customized menu of single-digit choices to callers. CCR automatically answers lines with customized menus. With CCR, callers can listen to pre-recorded messages, leave a message in a skillset mailbox or transfer to an extension. With CCR you can replace Automated Attendant menus with a more sophisticated menu that offers callers a wider range of options. Delay Answer Delay Answer is a feature that prevents Call Center from answering calls and playing greetings when there are no agents available. When a skillset has Delay Answer activated, waiting callers hear ringback. When a call comes in on a line for a skillset that does not have any free agents, the call is not answered until either the Delay Answer time elapses or an agent becomes available, whichever comes first. Display Waiting Calls Display Waiting Calls, (previously known as Queue Status), is a Feature Code that you and agents can use to display waiting calls and view real-time information about skillsets. The Display Waiting Calls/Skillset Status Feature Code shows: the skillset number and whether the skillset is enabled or disabled number skillset of agents logged into the skillset number of calls waiting the longest wait time of a call DN DN is a Directory Number or an extension number. Dynamic agent priority On Business Communications Manager 2.5 agents can have a different priority depending upon which skillset they are logged on to. For example when an agent is a member of the English skillset, their priority can be 1 because they are fluent in English. The same agent can have a priority of 3 when they are logged on to the Spanish skillset and, a priority of 6 when they are logged on to the German skillset. Greeting Table The Greeting Table determines which recorded greeting is played and which line is answered according to the time of day. Indicator See memory button indicator. Intelligent Caller Input Routing, Advanced Intelligent Caller Input Routing, Advanced lets callers route their calls based on multi-digit fixed or variable rules that you create in the Caller Input Rules Tables.
186 Glossary P0919436 03 Intelligent Caller Input Routing, Basic Intelligent Caller Input Routing, Basic (Previously called Basic Transfer), lets callers direct their calls to an Operator, Automated Attendant, skillset mailbox, CCR Tree or internal or external number. Intelligent CLID/DNIS Routing CLID/DNIS Routing is the initial routing that Call Center calls encounter. The CLID/ DNIS Routing you set up lets Call Center route calls quickly based on their incoming line number. Callers are routed to skillsets depending on who the caller calls, the line the call comes in on, or where the caller is calling from. Intelligent Overflow Routing Intelligent Overflow Routing uses routing rules you create to overflow, change the priority of, and move calls to multiple skillsets, a skillset mailbox, an internal or external number, a mailbox, a CCR Tree, the Automated Attendant or an operator. Least Busy Least Busy, (previously called Longest idle) is a method of call distribution that routes calls to the agent who has been available the longest. The other method of call distribution is Preferred. MWI See Message Waiting Indication. Memory button indicator Memory button indicators are the triangular-shaped indicators on a phone next to the memory buttons. Memory button indicators can be used to monitor call activity and view the Login/Logout status and the Not Ready status of agents. Message Waiting Indication (MWI) The Message Waiting Indication appears on a phone display as Message for you when there are new messages. Message Waiting Indication extension (MWI extension or MWI DN) For each skillset mailbox, you can assign a phone as the designated MWI extension. The Message Waiting Indication extension is an optional phone number that indicates when a skillset mailbox has messages waiting. The MWI extension that you assign shows Message for you on the phone display when there are new messages in the skillset mailbox. Method of Call Distribution (Method) The method of call distribution determines which of several available agents to route the call to. There are two methods of call distribution: Least Busy and Preferred. Least Busy routes calls to an agent who has been available the longest. Preferred routes calls to the agent with the highest priority (the best qualified agent).
Glossary 187 Nortel Networks Call Center Set Up and Operation Guide Not Ready Not Ready, (previously known as Make Busy), is a Feature Code that extends a Break Time if agents need additional time after a call to do paperwork or other tasks. Off-premise Message Notification Off-premise Message Notification is a feature that notifies you at a destination number when there are new or urgent messages in a skillset mailbox. Priority You assign a priority to each agent according to their qualifications. On Business Communications Manager 2.5 Professional, agents can have dynamic agent priority. Primary alert time The Primary alert time is the first time limit that you assign for calls waiting in skillsets. If a call exceeds the Primary alert time limit, you are given a visual warning on programmed memory button indicators. The other alert time is Secondary alert time. Make Not Ready (Return to Skillset) Make Not Ready (Return to Skillset), (previously known as Auto Make Busy) is an agent property that controls how a call is treated if an agent does not answer the call. Make Not Ready assigns an agents telephone to respond as it does with the Not Ready feature enabled. Automatic Logout automatically logs an agent out of their skillset if they do not answer a call. Real time Real time is a term for when there is very little response time between when an event occurs and when the information about the event is displayed. You can monitor the real time or current situation of agents and call activity by using the Display Waiting Calls Feature Code. Reserved channel Reserved channels are voice channels reserved exclusively for Call Center. Reserved channels are used to play greetings to callers waiting in a skillset. These channels ensure that CallPilot does not use all the voice channels. See also voice channel. Routing Table Routing Tables handle incoming calls for each skillset. A Routing Table determines the order of greetings and hold times for callers while they wait to be routed to an available agent. Skillset Skillsets, (previously called queues) collect and distributes calls for departments such as “sales” and “technical support”. If several calls arrive at the same time, the calls are held in a skillset where callers hear greetings and are put on hold until an agent is available.
188 Glossary P0919436 03 Skillset mailbox A skillset mailbox stores messages left by callers. The calls can be retrieved by designated agents. Skillset name The skillset name is a maximum of 16 characters. A skillset name is the same as the skillset mailbox name. Supervisor A supervisor is an agent with supervisor status. A supervisor has additional capabilities, such as the ability to monitor calls between agents and callers. Supervisor monitor Supervisor monitor is a feature supervisors can use to monitor or participate in calls between agents and callers. Voice channel A voice channel is the voice path that Call Center uses to play greetings to callers.
Nortel Networks Call Center Set Up and Operation Guide 189 Index Numerics 24 Hour Service mode, skillset 108 A Adding agents to a skillset 48 agents to Call Center 31 multiple agents to Call Center 32 Additional Routing Steps 10 Agent adding multiple agents to Call Center 32 adding to Call Center 31 assigning to a skillset 48 Autobusy mode 161 changing information 33 deleting 34 Display Waiting Calls Feature Code 159 dynamic priority 10, 13, 48 Feature Codes 28 listening to skillset mailbox messages 68 logging off 35 parameters 29 resetting password 33 viewing in a skillset 51 Assigning Call Center language option 149 Intelligent Overflow to a skillset 114 Automated Attendant and Call Center 12 Automatic Answer 10 Automatic timeout 28 B Basic Call Center 13 Button memory button indicators 151 programming a memory button 26 C Call Distribution Method 186 Dynamic Priority 10 monitoring 160 priority 10 Call Center adding agents 29, 31 adding multiple agents 32 Basic 13Call answering 146, 147 configuration limits 15, 170 efficiency tips 164 Feature Codes 25 greetings 101 language availability 149 maximum capacities 15, 170 password access 20 password, creating 20 preventing call congestion 159 Professional 13 setting up general parameters 153 skillset mailboxes 55 Call Center Administrator resetting password 166 Call Center Reporting 14 Caller Directed Transfer 13 Caller ID 71 CallPilot mailbox interface 24 CallPilot Manager 11, 14, 17 interface 19 starting 17 timeout 19 CCR using Call Center with 12 Changing agent information 33 language 149 skillset mailbox password 60 Channels reserved 152 voice 152 Character limit for Off-premise Message Notification destination pager number and message 85 for Off-premise Message Notification destination number 86, 88, 97 Checking the telephone mailbox interface 24 CLID/DNIS Routing ANI 43 CLID 43 DNIS 43 line 43 Multimedia Call Center 43 routing properties 43 Company Directory 57 Configuring lines 145
190 Index P0919436 03 Control DN 38, 55, 56, 169 Conventions, guide 23 Copying a message 69 D Day mode, skillset 108 Day of Week Service 14 Day Routing Table example 132 Default mode, skillset 108 Delay Answer feature 161, 185 Deleted messages, retrieving 70 Deleting agent 34 messages 69, 72 Destination number character limit 86, 88, 97 for pagers 85 when CallPilot is behind PBX or Centrex 85 Destination pager number character limit 85 Destination, Off-premise Message Notification numbers 77 Determining Control DN 56 Feature Codes 25 mailbox interface 24 Message Waiting Indication extension 56 skillset mailbox number 56 DID routing 42 Directory, Company 57 Disabling a skillset 53 Display telephone entering characters 22 two line 21 Display Waiting Calls Feature Code 159 Dynamic agent priority 10, 13, 48 E Enabling a skillset 52, 169 Erasing messages 69, 72 F Feature 983 telephone administration 14 Feature Codes 25 about 25 agent 28Custom Feature Codes 28 descriptions 27, 28 determining 25 Display Waiting Calls 151, 159, 160 Open Mailbox 27 programming memory buttons 26 Forced Play greetings 120, 162 Formula for waiting calls 163 Forwarding a message 72 G General Call Center parameters 153 Greeting exporting 106 importing 105 recording 106 Greetings, call center examples 101 Forced Play 120 Greeting parameters in Routing Table 120 Greeting step in Routing Table 119 recording 103 Routing Table parameters 162 tips 161 types 101 Greetings, skillset mailbox example 62, 66 H Highest priority call 162 Hours operation for a skillset 128 Routing Tables 107 I Indicators Message Waiting 27, 39, 41, 56, 154 Primary 172 Primary alert time 151 Secondary 172 Secondary alert time 151 Initializing a skillset mailbox 57 Intelligent Caller Input Routing Advanced 10, 107 Basic 10, 107 Intelligent CLID/DNIS Routing 10, 107 Intelligent Overflow 14, 108 Intelligent Routing 10 using with CCR 10, 107 Internal messages, replying to 73