Nortel Networks Call Center Instructions Manual
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Chapter 1 About Nortel Networks Call Center 11 Nortel Networks Call Center Set Up and Operation Guide Delegated access to Call CenterYou or the System Administrator can create a password to give a supervisor access to Call Center administration. Multimedia Call CenterIf you have Multimedia Call Center enabled, agents can have multimedia sessions with callers. Callers click an HTML voice button icon to connect to the call center. CallPilot ManagerCallPilot Manager is a web-based interface you can use to administer CallPilot and Call Center. Call monitoringAgents can monitor the call activity in the skillsets they are logged on to. You and supervisors can monitor the call activity per skillset or on a system wide basis. Call Center ReportingYou can generate the System Configuration report to view Call Center settings. If you have Call Center Reporting enabled, you can view real time statistics and comprehensive management information about the day-to-day performance of your call center.
12 Chapter 1 About Nortel Networks Call Center P0919436 03 Using Call Center with CallPilot CallPilot has two powerful call routing features: Automated Attendant (AA) and Custom Call Routing (CCR). These features route incoming calls to telephones and voice mailboxes. These features can also route calls to Call Center skillsets. Automated Attendant The Automated Attendant answers incoming calls and presents callers with a greeting. After the greeting, the Automated Attendant Menu offers callers a range of options that they can select using the dialpad of their telephone. Using these options, callers can transfer themselves from the Automated Attendant to a skillset by entering the Control DN of the skillset. For information about how to configure the Automated Attendant, refer to the CallPilot Set Up and Operation Guide. Custom Call Routing (CCR) With CCR you can replace the Automated Attendant menu with an expanded menu that can include several sub-menus to offer callers a wider range of options. You can give callers access to a Call Center skillset by adding an internal transfer that transfers the caller to the Control DN of the skillset. For more information about transfers and CCR, refer to the CallPilot Manager Set Up and Operation Guide. Note: Include the number of the Control DN in your Automated Attendant Greeting.
Chapter 1 About Nortel Networks Call Center 13 Nortel Networks Call Center Set Up and Operation Guide A comparison of Basic and Professional Call Center Features Basic Call Center for CallPilot 150Professional Call Center for Business Communications Manager 2.5Basic Call Center for Business Communications Manager 2.5 Number of skillsets 2 50 2 Number of configured agents (available agent IDs)20 250 20 Number of agent priority levels 20 20 20 Dynamic agent priority levels Not available 20 Not available Number of active agents 10 80 10 Number of active calls in all skillsets15 100 15 Maximum number of active calls per skillset15 100 15 Number of lines that can be configured for Call Center15 100 15 Number of voice ports (shared with CallPilot or dedicated)81616 Number of routing tables per skillset222 Number of greetings 10 150 10 Number of steps per routing table20 20 20 Number of overflow rules per skillset20 20 20 Number of skillset mailboxes 2 50 2 Number of supervisors 10 16 10 Supervisor functionality, including call monitoringAvailable Available Available Intelligent Caller Input Routing, Basic: the ability to route a call to an Operator, Automated Attendant, skillset mailbox, CCR Tree or internal or external numberAvailable Available Available Intelligent Caller Input Routing, Advanced: the ability to route a call based on multi-digit fixed or variable stringsNot available Available Not available
14 Chapter 1 About Nortel Networks Call Center P0919436 03 Delegated Call Center Administration: the System Administrator can create a password to give a Call Center Administrator or supervisor access to Call Center administration.Available Available Available Intelligent Overflow 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, the Automated Attendant or an operator.Available Available Available Intelligent CLID/DNIS Routing Not available Available Available Overflow rules per skillset 20 20 20 Overflow skillsets 1 49 1 Day of Week Service: you specify the start and end times for the day and night skillset for each day of the weekAvailable Available Available Limited Feature 983 telephone administrationAvailable Not available Not available CallPilot Manager Available Available Available Call Center Reporting Enabled with optional Software Authorization CodeAvailableEnabled with optional Software Authorization Code Features Basic Call Center for CallPilot 150Professional Call Center for Business Communications Manager 2.5Basic Call Center for Business Communications Manager 2.5
Chapter 1 About Nortel Networks Call Center 15 Nortel Networks Call Center Set Up and Operation Guide Call Center maximum capacities The Call Center maximum configuration limits are: 80 active agents 100 configured lines 50 skillsets 48 maximum simultaneous incoming calls; up to 24 of these can be VoIP trunks Related documents For more information about Call Center refer to the: Nortel Networks Call Center Agent Guide • Nortel Networks Call Center Supervisor Guide CallPilot 150 Call Center Telephone Administration Guide Nortel Networks Call Center Reporting Set Up and Operation Guide Multimedia Call Center Set Up and Operation Guide Multimedia Call Center Web Developer Guide For information about setting up CallPilot refer to the: Call Pilot Manager Set Up and Operation Guide CallPilot 150 Telephone Administration Guide CallPilot 150 Installation and Maintenance Guide For information about configuring telephony resources, refer to the: Business Communications Manager 2.5 Programming Operations Guide Norstar System Coordinator Guide Note: We recommend that you do not configure more than 48 lines; up to 24 of these can be VoIP trunks.
16 Chapter 1 About Nortel Networks Call Center P0919436 03 How to get help USA and Canada Authorized Distributors - ITAS Technical Support Telephone: 1-800-4NORTEL (1-800-466-7835) If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#. If you do not yet have a PIN Code, or for general questions and first line support, you can enter ERC 338#. Website: http://www.nortelnetworks.com/itas/ email: [email protected] Presales Support (CSAN) Telephone: 1-800-4NORTEL (1-800-466-7835) Use Express Routing Code (ERC) 1063# EMEA (Europe, Middle East, Africa) Technical Support - CTAS Telephone: 00800 800 89009 or 33 4 9296 1341 Fax: 33 49296 1598 email: [email protected] CALA (Caribbean & Latin America) Technical Support - CTAS Telephone: 1-954-858-7777 email: [email protected] APAC (Asia Pacific) Technical Support - CTAS Telephone: +61 388664627 Fax: +61 388664644 email: [email protected]
17 Nortel Networks Call Center Set Up and Operation Guide Chapter 2 About setting up Call Center You can set up Call Center using a display telephone on your phone system, or using the web-based CallPilot Manager on a web browser from a computer on your network. For some Call Center tasks, such as initializing skillset mailboxes, you must use a phone. If you use Basic Call Center on CallPilot 150 you can do many Call Center tasks from a phone. Refer to the CallPilot 150 Call Center Telephone Administration Guide for more information. Using CallPilot Manager to set up Call Center CallPilot Manager operates on a CallPilot 150 or Business Communications Manager 2.5 system. You access CallPilot Manager on a web browser from a computer on your network. System requirements Before you use CallPilot Manager, your Business Communications Manager 2.5 or CallPilot 150 system must be configured and Call Center must be enabled. For how to enable software authorization codes for Call Center, refer to “Enabling Software Authorization Codes” on page 156. Computer requirements The computer you use to run CallPilot Manager must have: WinNT or Windows workstation running P133 or later CPU (or compatible) 64 MB RAM, 10 MB disk space Minimum screen resolution of 1024 X 768 pixels Browser requirements To use CallPilot Manager you must have: Java Virtual Machine 5.0 (build 5.0.0.3188 or later) either Microsoft Internet Explorer 4.0 or later, or Netscape Communicator 4.0.5 or later, but not Netscape 6.0 If you use Netscape Communicator, set the following parameters: Enable Java: on Cached document comparison: every time 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. If you still cannot view the settings, upgrade your browser. If you use Microsoft Internet Explorer, set the following parameters: Check for newer versions: every visit to the page Java JIT compiler enabled: on For more information about these settings, refer to your web browser online Help.
18 Chapter 2 About setting up Call Center P0919436 03 To start CallPilot Manager on Business Communications Manager 2.5 1Point your web browser to http://:6800/CallPilotManager where is the IP address of Business Communications Manager 2.5. For information about the IP address, ask your network administrator. The Administration Login page appears. 2In the Password box, type the System Administrator password. 3Click the Submit button. The CallPilot Manager Main Menu appears. To start CallPilot Manager on CallPilot 150 1Point your web browser to http:///CallPilotManager. Where is the IP address of the CallPilot 150. For information about the IP address, ask your network administrator. The Administration Login screen appears. 2In the Password box, type the System Administrator password. 3Click the Submit button. The CallPilot Manager Main Menu appears.
Chapter 2 About setting up Call Center 19 Nortel Networks Call Center Set Up and Operation Guide About the CallPilot Manager interface System timeout A CallPilot Manager session times out after 10 minutes of inactivity. This is a security feature that prevents unauthorized access to the system. If your session times out, the login page appears and a message that says that the session has expired. You must log on to continue programming Call Center. If the system times out while you are working on a page, any settings that you have not entered on the system by pressing the Submit button are not entered. Headings expand and display their links when you click them Click a link to display its page in the right frameReturns to the Main pageQuits CallPilot ManagerOpens online Help
20 Chapter 2 About setting up Call Center P0919436 03 Call Center password access If you want to limit access to CallPilot Manager, you can create or change a Call Center Administrator password that limits CallPilot Manager access to just the Call Center settings. To create a Call Center Administrator password 1Start CallPilot Manager. 2Click the Configuration heading. 3Click the Access Passwords link. The Access Passwords page appears. 4In the Call Center Administration box enter the Call Center Administrator password. The password must be from four to eight numbers long and cannot start with zero. 5In the Confirmation box enter the Call Center Administrator password. 6Click the Submit button. The Call Center Administrator can log on using this password. If you create a Call Center Administrator password, the Call Center settings that can be accessed are: Agent List Add Many Agents Skillset List General Properties Greetings Caller Input Rules CLID/DNIS Routing Table