Nortel Networks Call Center Instructions Manual
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Index 191 Nortel Networks Call Center Set Up and Operation Guide L Language 149 changing availability 149 Least Busy method of call distribution 186 Lines assigned to be answered by skillset 37 configuring 145 Logging off agent 35 M Mailbox opening skillset mailbox 58 outdial route 78 skillset mailbox 55 Mailbox interface CallPilot 24 Norstar Voice Mail 24 Manual call presentation 10, 29 Master Client Address 152 Memory button indicator 26, 27, 151, 159 programming 26, 27 Message Waiting Indication determining extension 56 extension 186 Messages copying 69 deleted, retrieving 70 deleting 69, 72 erasing 69, 72 external 73, 75 forwarding 72 internal 73 minimum recording length 73 Off-premise Message Notification 77 playing envelope, CallPilot interface 72 envelope, Norstar Voice Mail 69 next, CallPilot 71 next, Norstar Voice Mail 70 pausing 70 previous, CallPilot 71 previous, Norstar Voice Mail 70 rewinding 69, 71 skipping forward 70, 71 skipping to end 69 quitting 70 replaying 70 replying, CallPilot 72, 73 replying, Norstar Voice Mail 70, 73saving 70 silence timeout 73 skillset mailbox 55 Method of Call Distribution 186 Monitoring call activity, about 159 example of monitoring 160 Primary alert time 151 Secondary alert 151 Multimedia Call Center 11, 30 CLID/DNIS Routing 43 MWI extension 186 N Name skillset 188 skillset mailbox 57 Night mode, skillset 108 Night Routing Table example 132 Norstar Voice Mail mailbox interface 24 Notification, Off-premise Message Notification 77 Number Control DN 27 skillset mailbox 27 O Off-premise Message Notification 162 about 77 changing parameters 90 destination number character limit 86, 88, 97 destination pager number and message character limit 85 feature restrictions 79 setting up to a pager number 85 to a telephone number 80 to an extension number 83 to wrong destination 77 Off-premise Message Notification parameters destination telephone number 79 destination type 79 time range 79 types of message 79 Open Mailbox Feature Code 27 Opening a skillset mailbox 58 Opening the Skillset Mailbox remotely 58 Opening your mailbox
192 Index P0919436 03 CallPilot 58 Norstar Voice Mail 58 Operator resetting password 165 Outdial route, mailbox 78 Overflow, Intelligent 14 P Parameters general Call Center 153, 162 Routing Table Greetings 120 Password changing skillset mailbox 60 resetting agent password 33 resetting Call Center Administrator 166 resetting Operator 165 resetting skillset mailbox 61 skillset mailbox 57, 60 Pausing a message 70 Playing message envelope, CallPilot interface 72 Playing message envelope, Norstar Voice Mail 69 Post call Break Time automatic timeout 28 Preferred method of call distribution 186 Professional Call Center 9, 13 Programming a memory button 26 R Real time status of call activity 159 Recording greeting 106 Remotely opening a skillset mailbox 59 Replaying messages 70 Reply feature 71 Replying to an external message sender 75 using the DIAL option 75 to an internal message sender 73 to messages, CallPilot 72 to messages, Norstar Voice Mail 70 Reserved channels 152, 163 Resetting agent password 33 Call Center Administrator password 166 Operator password 165 skillset mailbox password 61 Retrieving deleted messages 70 Retrieving messages from skillset mailbox 68Reviewing agents 51 Routing Table steps 135 Rewinding messages 69, 71 Rings assigning 147 Rings, assigning number 146 Routing DID 42 Routing Table assigning skillset hours 128 examples of 132 Greeting parameters 120 Greeting step 119 hours 107 maximum number of steps 13, 107 parameters of Greeting step 120 reviewing the steps 135 setting up 132 tips 162 Routing Table steps Disconnect 119 Distribute for 119 Greeting 119 Transfer 119 Routing Table, about 107 S Saving messages 70 Secondary alert 151 Service Mode, skillset 108 Setting up general Call Center parameters 153 general parameters 149 Off-premise Message Notification to a pager number 85 to a telephone number 80 to an extension number 83 skillset parameters 40 Skillset 24 Hour Service mode 108 about 37 assigning agents 48 assigning hours of operation 128 Day mode 108 default mode 108 disabling 53 enabling 52, 169 how calls are received 37 how lines are answered 37 maximum greeting length 163 name 188
Index 193 Nortel Networks Call Center Set Up and Operation Guide night mode 108 problems changing general parameters 169 problems enabling 169 properties 38 Service Mode 108 setting up 37 start and end times 14 unconfiguring 54 viewing agents in 51 Skillset mailbox about 55 changing password 60 checking for messages. 68 Class of Service 55 determining MWI extension 27 determining number 27 greeting example 62, 66 initializing 57 leaving a message in 162, 164 listening to messages 68 Message Waiting Indication extension 56 messages 68 messages waiting 186 number 38, 55, 56 opening 58 opening remotely 59 password 57, 60 password, changing 60 resetting password 61 retrieving messages 68 setting up 55 tips 162, 164 Skillset parameters Control Directory Number (CDN) 38 Delay answer 185 Message Waiting Indication extension 186 Method of Call Distribution 186 setting up 40 Skillset name 188 Skipping forward in messages 70, 71 Skipping forward to end of messages 69 Software Authorization Codes 156 Steps, Routing Table 119 Supervisor functionality 13 Supervisor Monitor feature 51 System Administrator Feature Codes 27T Table, Routing Table 107 Telephone line display 21 system timeout 21 Time Primary alert time-limit 151 Secondary alert 151 Timeout CallPilot Manager 19 telephone 21 Tips agent administration 161 Call Center general parameters 162 configuration limits 15, 170 recording call center greetings 161 Routing Table administration 162 skillset administration 161 skillset mailbox 162, 164 Transfer to Auto Attendant 10 to CCR 10 to Operator 10 to skillset mailbox 10 Transfer Allowed enabled 120 Troubleshooting agent log in problems 167 call processing problems 15, 170 cannot change the Call Center Skillset Parameters 169 enabling a skillset 169 skillset settings 17, 169 slow call processing 15, 170 unpredictable call processing 15, 170 Two line display telephone using 21 U Unconfiguring a skillset 54 Using Intelligent Overflow 108 V Viewing agents in a skillset 51 Voice Button calls 30 CLID/DNIS Routing 44 Voice channels 152, 162