Nortel Networks Call Center Instructions Manual

							Chapter 2  About setting up Call Center    21
Nortel Networks Call Center Set Up and Operation Guide
Setting up Call Center from a two line display telephone
You cannot use a single line display telephone to set up and administer Call Center on Business 
Communications Manager 2.5 or CallPilot 150. You must use a two line display telephone. Two 
line display phones show CallPilot and Call Center commands and options. A two line display can 
show up to three display options at once. In some instances, an option does not have a 
corresponding display button, and you must select the option by pressing buttons on the diapad.
An example of a two line display
Call Center agents can use two line display telephones and one line display telephones. 
Supervisors must use two line display telephones with the handsfree mute feature. Non display 
telephones, such as telephones attached to an analog terminal adapter, cannot be used for Call 
Center agent tasks. We recommend that you read the telephone user card for your telephone before 
proceeding.
System timeout
If you pause longer than 2 minutes (150 seconds) when you program Call Center on a two line 
display telephone, the system times out and ends the session. This is a safety feature that prevents 
unauthorized use of the system.
If the system times out while you are setting up Call Center, the settings are entered in the system. 
To continue programming, you must log on again and change the settings.
Note: If you use a phone to set up Call Center on CallPilot 150, you must use a two line 
display telephone. You can use a phone to set up Call Center only if you use CallPilot 
150. You can also use CallPilot Manager to set up Call Center.
Skillset 1: Enabled
SKILL NEXT Display command line
Display button  options
Display buttons 
						

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Using the dialpad
The buttons on your display telephone dialpad act as both numbers and letters. Each button 
represents a number and letters of the alphabet.
Letters and numbers on the dialpad
The display can show up to 16 characters. The prompt remains on the display if you enter fewer 
than ten characters. If you enter information where the prompt and the information is fewer than 
16 characters, you can see both the prompt and the information you enter.
The prompt disappears for these command line prompts:
Name:
Log:
Dest ph:
To enter a characterpress the dialpad button that represents the letter or number. Press the 
button again to see the next letter or number.
To accept a characterpress 
£ or press another button. When you press another button, the 
cursor advances and the display shows the first character on the new 
button.
To delete a characterpress the 
BKSP display button.
⁄    1  ’   - ¤    A B C 2 a b c‹   D E F 3 d e f
›   G H I 4 g h ifi   J  K L 5 j k lfl   M N O 6 m n o
‡   P Q R S 7 p q r s°   T U V 8 t u v·   W X Y Z 9 w x y z
•   Quit‚   Q Z  Zero q z£   Accepts the displayed letter
          enters a comma (,)
This is an example of a display with fewer than 16 characters, where 
the command line prompt remains on the display.
This display shows the Name: command line prompt.
When you begin to enter the last name, the Name: command line 
prompt disappears. For example, if you enter the name Partridge, you 
press 

 for P, and the display drops the Name: prompt.
Although the name is only nine characters long, the command line 
prompt is not shown on the display after you enter the entire name.
Pswd:1111
OTHR      RETRY      OK
Name:
RETRY      BKSP       OK
P
RETRY      BKSP        OK
PARTRIDGE
RETRY       BKSP        OK 
						

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Nortel Networks Call Center Set Up and Operation Guide
Symbols and conventions used in this guide
These conventions and symbols are used to represent the Business Series Terminal display and 
dialpad.
About telephone buttons
This table shows the Nortel Networks Business Series Terminal buttons. Use the buttons that 
pertain to the type of telephone you use.
You can enter 
, ƒ or 
and the code to use a feature. For example, press 
 to access your mailbox.
The T7100 works differently from other telephones on your system because it does not have line 
buttons. Where other telephones require that you select a line button to answer a call, on the T7100 
terminal you pick up the handset. Where other telephones require you to select a line button to take 
a call off hold, you press 
 on the T7100 terminal.
On T7100 terminals, you can answer a second call by pressing 
. Your active call is put on 
hold and you connect to the waiting call. You can have no more than two active calls at one time.
Convention Example Used for
Word is in a special font (in the top 
line of the display)
Pswd:Command line prompts on display telephones.
Underlined word in capital letters 
(shows bottom line of a two line 
display telephone)
PLAYDisplay option. Available on two line display 
telephones. Press the button directly below the 
option on the display to proceed.
Dialpad buttons
Buttons you press on the dialpad to select a 
particular option.
Button name T7100, T7208, T7316M7100, M7208, M7310, 
M7324M7100N, M7208N, 
M7310N, M7324N 
Feature
ƒ

Handsfree Bottom right-hand 
button©
Hold˙
Volume Control√
Release	® 
						

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Checking which telephone mailbox interface you use
CallPilot supports two interfaces: Norstar Voice Mail and CallPilot.
The System Administrator determines which interface is assigned to your mailbox.
Follow the procedures in this guide that apply to the interface you use.
Some procedures apply to both interfaces.
To check which mailbox interface you use
1Press .
Follow the voice prompts or the display button options to open 
your mailbox.
2Check the display to see which interface you use:
This is the Norstar Voice Mail interface.
This is the CallPilot interface.
3Press 
	
to end the session.
0 new  0 saved
PLAY       REC       ADMIN
No messages
COMP       MBOX       EXIT 
						

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Nortel Networks Call Center Set Up and Operation Guide
Chapter 3
Using Feature Codes
You use Feature Codes to perform Call Center functions on your telephone.
Feature Codes
Feature Codes are assigned during installation. This guide shows the default Feature Codes. Call 
Center can also use custom Feature Codes. If the default Feature Codes are used by another 
application, your system automatically assigns custom Feature Codes. If your System 
Administrator has assigned custom Feature Codes, you can use the table “Feature Codes” on page 
172 to record the Custom Feature Codes.
To determine the Feature Codes
1Press ·•⁄.
2The display shows the name and number of the Log In/Log Out 
Feature Code. xx represents a number between 00 and 99.
3Press NEXT
.
4The display shows the name and number of the Ready Mode Feature 
Code.
5Press NEXT
 to see more Feature Codes.
6When the display shows QUIT
 you have seen all the Feature Codes.
7Press 
	 to end the session.
Login/out: F9xx
NEXT
Ready Mode: F9xx
NEXT 
						

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Programming a memory button with a Feature Code
Each Feature Code can be programmed to a memory button. We recommend that you use memory 
buttons with indicators to program the Feature Codes. A memory button indicator is the triangle 
next to a memory button.
You can use memory buttons to monitor call activity, and view the Login/Logout and Not Ready 
status of agents. For information about how the status appears, refer to the Nortel Networks Call 
Center Agent Guide.
For information about using programmed memory buttons to monitor call activity, refer to 
“Primary and Secondary alert times” on page 151.
To program a memory button
Use the paper labels that come with your telephone to identify the programmed button. To use the 
Feature Code, press the labeled button.1Press 
.
Do not lift your handset.
2The display shows Program Features.
3Press a memory button with an LCD indicator.
4Press 
.
5Enter the Feature Code number that you want to program.
For example, enter 

 to program the Display Waiting Calls 
Feature Code. See the tables “Feature Codes used by Call Center 
agents and supervisors” on page 28 and “Agent Feature Codes” on 
page 28 for the Feature Codes.
Repeat steps 1 through 5 for each Feature Code you want to 
program.
6The display shows that the button is programmed, and then ends the 
session.
Program Features
Press a button
QUIT
Feature Code:
QUIT
F__
QUIT      CLEAR
Programmed 
						

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Nortel Networks Call Center Set Up and Operation Guide
Feature Codes used by the Call Center Administrator
Use this Feature Code To...
Open Mailbox


 open skillset mailboxes
 record skillset mailbox greetings
 listen to messages in the skillset mailbox
Operator Settings


 set or change the operator extension
 indicate whether the operator is available
 select the day and night service modes for skillsets
 change the password for Operator Settings
For more information on using the Operator Feature Code, refer to “Setting 
the Service Mode for skillsets” on page 130 and “Resetting the Operator 
password” on page 165.
Voicemail DN


 display the skillset mailbox number (Control DN) for each skillset
 display the extension for Message Waiting Indication for the skillset 
mailbox
 reset the passwords of the Call Center Administrator and the operator
For information on the Control DN, refer to “Determining a skillset mailbox 
number” on page 56.
For information on resetting the Operator and Call Center Administrator 
passwords, refer to “Resetting the Operator password” on page 165.
Display Waiting Calls
Skillset Status



 view real-time status information about skillsets. You can see how busy 
your call center is so that you can adjust skillset staffing
 view whether a skillset is enabled or disabled
 view the number of agents logged on to the skillset
 view the number of calls waiting
 view the longest wait time of a call
To provide easy, one-button access to the this feature, program a memory 
button that has an indicator with 


.
Refer to “Programming a memory button with a Feature Code” on page 26.
Log on/Log off
Monitor skillsets


 log agents off if they forget to log off.
For information, refer to “Logging an agent off” on page 35.
Not Ready


 extend a Break Time period if agents need time after calls to do 
paperwork or wrap up tasks. For more information about Break Time 
properties for a skillset, refer to “Break Time” on page 39.
Note: You can use The Log on/Log off and the Not Ready Feature Codes, but they are 
used primarily by agents. For information on the Feature Codes used by agents, refer to 
“Feature Codes used by Call Center agents and supervisors” on page 28. 
						

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Feature Codes used by Call Center agents and supervisors
If you have Custom Feature Codes, record them in the table “Feature Codes” on page 172.
Agent Feature Codes
For more information on Agent Feature Codes, refer to the Nortel Networks Call Center Agent 
Guide. For more information on Feature Codes used by supervisors, refer to the “Feature Codes 
used by the Call Center Administrator” on page 27.
Agents use this Feature Code To...
Open Mailbox

 access messages in a skillset mailbox
Log on/Log off
Monitor skillsets


 log on when they are in the office
 view the status of the skillsets they are logged on to. Agents can 
program a memory button with the Log on/Log off Feature Code. The 
status of the calls waiting in the skillset is shown by the flash rate of 
the indicator. For more information refer to “Primary and Secondary 
alert times” on page 151.
Not Ready


 activate or cancel the Not Ready feature on their telephone. If the 
work resulting from a call requires extra time to complete, an agent 
can use the Not Ready Feature Code to prevent Call Center from 
routing another call to them. If an agent makes a phone call, or if a 
supervisor is monitoring a call, they first use the Not Ready Feature 
Code to activate the Not Ready feature. When the agent is ready to 
receive calls, they use this Feature Code to cancel the Not Ready 
feature and receive calls again.
 If an agent does not answer a call within a certain number of rings, the 
call is returned to the skillset and the agent telephone is automatically 
placed into Auto Busy Mode or Auto Logout Mode. The agent must 
manually cancel the Auto Busy Mode feature by using the Not Ready 
Feature Code to continue to receive calls.
Display Waiting Calls



 Agents who answer calls only during peak call periods can use 
Display Waiting Calls to see which skillsets have the most call activity. 
						

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Nortel Networks Call Center Set Up and Operation Guide
Chapter 4
Setting up Call Center agents
Agents handle the calls in your call center. Supervisors are agents with additional capabilities. 
Supervisors can change their own password and monitor calls between agents and callers.
About adding agents
Before you can add agents to your Call Center you must purchase and enable a Software 
Authorization Code for the number of agents that you want to add. The number of agents you can 
add to your call center is determined by the number of agents the Software Authorization Code 
enables. For how to enable a Software Authorization Code refer to“Enabling Software 
Authorization Codes” on page 156.
For more information about Call Center agents, refer to the Nortel Networks Call Center Agent 
Guide.
Agent properties
Agent IDEach agent is assigned a unique ID number. Call Center assigns the lowest 
available ID number. You can assign a different ID number. Statistics are 
collected and reported for each ID number. For more information on 
statistics, refer to “Monitoring call activity” on page 159 and refer to the 
Nortel Networks Call Center Reporting Set Up and Operation Guide.
Agent ID is based on whether you use Basic or Professional Call Center, 
and whether you use a CallPilot 150 or Business Communications 
Manager 2.5.
NameThe agent name can be a maximum of 13 characters. If you do not enter a 
name, a default agent name appears as the word 
Agent and the ID 
number, for example, 
Agent12. Do not create agent names that have the 
same first seven characters. If you use Call Center Reporting, it truncates 
the agent name after the first seven characters and your agent names 
appear identical.
SupervisorSuper represents the status of the agent. No in the Super column means 
that an agent that does not have supervisor status. Yes in the Super 
column means that an agent has supervisor status.
Automatic answerAutomatic Answer is optional. Select Automatic Answer if you want to 
force-deliver 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. It is 
important that agents use the Not Ready feature when they are not 
available to receive calls.
If Automatic Answer is not enabled, calls ring at the agents telephone and 
the agent must answer calls manually. 
						

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In addition to these agent properties, if you use Professional Call Center you can assign agents 
Dynamic Priority when you assign them to a skillset. For more information refer to “Dynamic 
Agent Priority” on page 48.
Missed Call OptionThe Missed Call Option 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.
The default is Make Not Ready (Return to Skillset).
To assign how many rings before the Missed Call Option, change the timer 
for Transfer Callback Timeout.
If you use a Business Communications Manager 2.5 system, refer to 
“Timers” section of the “Configuring System Settings” chapter of the 
Business Communications Manager 2.5 Programming Operations 
Guide.
If you use a CallPilot system, refer to the 
Norstar System Coordinator 
Guide.
Accepted Call TypesAccepted Call Types are Voice calls only, Voice Button calls only, or both. If 
you do not have Multimedia Call Center enabled, Accepted Call Types 
does not appear.
For more information on Multimedia Call Center refer to the 
Multimedia Call 
Center Set Up and Operation Guide.
PriorityIf you use Basic Call Center, assign a priority to the agent. If the method of 
call distribution for the skillset is Preferred, the agent with the highest 
priority receives the call. The agent priority ranges from 1 to 20. 1 is the 
highest agent priority for the most qualified agents. The default value is 10. 
For more information about method of call distribution refer to “Method” on 
page 39.