Nortel Networks Call Center Instructions Manual
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Chapter 4 Setting up Call Center agents 31 Nortel Networks Call Center Set Up and Operation Guide Adding an agent or a supervisor You can use the table “Call Center agents” on page 175 to record the agents you add. To add an agent 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Agent List link. The Call Center Agent List appears. 4Click the Add button. The Add Agent page appears. 5If you want to change the Agent ID number, in the Agent ID box type the new Agent ID. 6In the Name box type the name of the agent. Do not use the same first seven characters for an agent name. For more information about agent names refer to “Name” on page 29. 7Select the Supervisor check box if you want to give the agent supervisor functionality. The default is not selected. 8Select the Automatic Answer check box if you want calls to be force-delivered to the agent. The default is not selected. 9From the Missed Call Option list box select Make Not Ready (Return to Skillset) or Automatic Logout. 10From the Accepted Call Types list box select Voice, Voice Button or Both. If you do not have Multimedia Call Center enabled, Accepted Call Types does not appear. 11If you use Basic Call Center, from the Priority list box select a priority for the agent. 12Click the Submit button.
32 Chapter 4 Setting up Call Center agents P0919436 03 Adding more than one agent You can save time by adding more than one agent at a time. When you add multiple agents, the agents have the default agent name and parameters. You can use the table “Call Center agents” on page 175 to record the agents you add. To add more than one agent 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Add Many Agents link. The Add Many Agents page appears. 4In the From box type the lowest agent ID number of the agents you want to create. 5In the To box type the highest agent ID number of the agents you want to create. The Agent ID numbers you enter must be between 1 and 250. 6Select the Supervisor check box if you want the agents to have Supervisor status. 7Select the Automatic Answer check box if you want calls to be force-delivered to the agents. 8From the Missed Call Option list box select Make Not Ready (Return to Skillset) or Automatic Logout. 9From the Accepted Call Types list box select Voice, Voice Button or Both. If you do not have Multimedia Call Center enabled, Accepted Call Types does not appear. 10If you use Basic Call Center, from the Priority list box select a priority from 1 to 20 for the agent. 11Click the Submit button. Note: Any agents who have an agent ID number that is between the numbers you enter in the From and To boxes are not changed. These agents are not included in the number of agents added.
Chapter 4 Setting up Call Center agents 33 Nortel Networks Call Center Set Up and Operation Guide Changing agent information You can change an agent’s: name supervisor status Automatic Answer setting Missed Call Option Accepted Call Types To change agent information 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Agent List link. The Agent List page appears. 4Click the Change link for the agent you want to change. The Change Agent page appears. 5Change the properties that you want to change for the agent. 6Click the Submit button. Repeat steps 4 and 5 for each agent you want to change. Resetting an agent’s password If an agent forgets their password, you can reset the password back to the default value (0000). After you reset the password, the agent must change their password the next time they log on. To reset an agent’s password 1Log on to CallPilot Manager. 2Click the Call Center heading. 3Click the Agent List link. The Agent List page appears. 4Click the Reset Password link for the agent whose password you want to reset. A message appears that asks you to confirm the request to reset the password. 5Click the OK button. A message appears that the agent’s password is reset. The agent password is set to 0000. 6Click the OK button. Note: If the agent you are changing is logged on, they must log off and log back on again for the change to take effect.
34 Chapter 4 Setting up Call Center agents P0919436 03 Deleting an agent Deleting an agent removes the agent from Call Center. The agent is removed from the Agent List and all the skillsets they are assigned to. If you want to remove an agent from a skillset, refer to “Removing an agent from a skillset” on page 51. To delete an agent 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Agent List link. The Agent List page appears. 4Click the Delete link for the agent you want to delete. A message appears that asks you to confirm the deletion. 5Click the OK button. A message appears that says the agent is deleted. 6Click the OK button. Note: If the agent you are deleting is logged on, a message appears that states that the agent is currently logged on and asks if you want to delete the agent. To delete the agent, click the OK button.
Chapter 4 Setting up Call Center agents 35 Nortel Networks Call Center Set Up and Operation Guide Logging an agent off Agents usually log out when they are no longer available to receive calls. If an agent leaves and does not log off, you can log the agent off. An agent that is logged off does not receive any new Call Center calls. To log an agent off 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Agent List link. The Agent List page appears. 4Click the Force Off link for the agent you want to log off. A message appears that asks you to confirm the request to force off the agent. 5Click the OK button. A message appears that says the agent is logged off. 6Click the OK button. The agent status changes to Logged Off on the Agent List page. Note: If the agent you log off is on a call, the call is not interrupted.
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37 Nortel Networks Call Center Set Up and Operation Guide Chapter 5 Setting up skillsets About skillsets Call Center skillsets answer and distribute calls to agents as they become available. Skillsets hold calls for different call center departments, such as sales and technical support. The maximum number of skillsets you can set up depends on whether you have Basic or Professional Call Center, and whether you use the CallPilot 150 or Business Communications Manager 2.5 system. For more information refer to “Number of skillsets” on page 13. You cannot change the properties of a skillset while it is in use. For more information, refer to “Skillset properties” on page 38 and “Configuring lines” on page 145. How incoming calls are sent to a skillset Incoming calls are sent to a skillset in one of the following ways: You assign a line to be answered directly by a skillset. For information about assigning lines refer to “Setting up Call Center general properties” on page 149. A receptionist, agent or subscriber receives a call and transfers the call to a skillset. They can transfer the call to a skillset by pressing or TRANSFER and entering the CDN of the skillset. The receptionist, agent or subscriber must not use the Call Pickup feature. The Automated Attendant or a CCR Tree answers the call and the caller makes a selection that routes them to the CDN of the skillset. For more information, refer to “Automated Attendant” on page 12 and “Custom Call Routing (CCR)” on page 12. Calls can be forwarded to the CallPilot extension of the skillset by Call Forward All Calls (CFAC), Call Forward No Answer (CFNA) or Call Forward On Busy (CFB). For information about these features, refer to the Business Communications Manager 2.5 Programming Operations Guide or the Norstar System Coordinator Guide. Note: Agents are restricted in how they can use CFAC, CFNA and CFB. For more information refer to “Features that logged on agents must not use” on page 167.
38 Chapter 5 Setting up skillsets P0919436 03 Skillset properties SkillsetThe number between 1 and 50 that is assigned to the skillset. Control DNThe Control Directory Number is the extension associated with the skillset. Incoming calls transfer to the CDN of each skillset from extensions, the Automated Attendant or Custom Call Routing. The CDN is the skillset mailbox number. When you assign a CDN to a skillset: It can be a B1 extension number that is not connected to any telephone or peripheral. It can be a B2 extension that is not connected to a B2 application. If a telephone or any other device uses the same extension the call center will not answer calls. The range of B1 and B2 extensions can be determined by using the Unified Manager. The DNs do not have to be physically equipped with a Media Bay Module. The system assigns a skillset mailbox that uses the CDN as its mailbox number. You must initialize the mailbox before you can use the skillset or the mailbox. Do not rename a phone DN to a phone DN used by Call Center. It is possible for i2004 devices to be assigned to the DN used by Call Center. The user does not receive an error message if this happens, even though i2004 devices usually warn a user if there are conflicting telephone DNs. Therefore, it is imperative that the i2004 programming record contains a list of CDNs used by Call Center. Limitations for B1 and B2 extensions: A B1 extension number is the extension number that you dial to call a telephone or peripheral. A B2 extension is a spare extension that exists with every telephone but is generally not used. Some peripherals use a B2. Both B1 and B2 extensions can answer external calls. Both B1 and B2 extensions can have external calls transferred to them by a third person. B1 extensions allow a set to be CFB or CFNA to them. B2 extensions do not support CFB or CFNA. Therefore a skillset that uses a B2 CDN cannot have calls forwarded to it from telephone programming. B2 CDNs cannot be used as a prime set for target lines. Since assigning CDNs does not require additional hardware, we recommend using B1 CDNs over B2 CDNs. B1 CDNs have better functionality than B2 CDNs. NameThe skillset name is displayed: on Call Center displays to identify the skillset in reports as the skillset mailbox name The skillset name can be a maximum of 16 characters. If you do not enter a name, the skillset name defaults to SKILLn where n is the skillset number. The name for each skillset is the same as the skillset mailbox name.
Chapter 5 Setting up skillsets 39 Nortel Networks Call Center Set Up and Operation Guide MWI DN (Message Waiting Indication extension)The Message Waiting Indication extension is an optional phone number that indicates that a skillset mailbox has messages waiting. The MWI extension that you assign shows Message for you on the telephone display when there are new messages in the skillset mailbox. The MWI DN defaults to None. If you forget the MWI extensions for a skillset mailbox, you can view the MWI extensions by using the procedure “Determining a skillset mailbox number” on page 56. Method (Method of Call Distribution)The method of call distribution determines to which of several available agents to route the call. There are two methods of call distribution: Least Busy and Preferred. Least Busy routes the call to the agent who has been available the longest. Preferred routes the call to the agent with the highest priority (best qualified agent is 1). If there are several agents with the highest priority, the agent available longest with that priority will be selected. The default method of call distribution is Least Busy. If you use Call Center Professional you can assign agents different priorities depending on the skillsets they belong to. For more information refer to “Dynamic Agent Priority” on page 48. Break TimeBreak Time is a time period for agents to complete paperwork after they finish a call. After an agent completes a call, they are taken out of the skillset for the Break Time. The agent can extend or cancel the Break Time by using the Not Ready Feature Code. For more information, refer to “Not Ready” on page 27. The Break Time period can last from zero to 59 minutes, 59 seconds. The Break Time defaults to 30 seconds. You can change the Break Time period to zero if an agent does not need a Break Time. Delay AnswerDelay Answer is a toll-saving feature that prevents Call Center from answering calls and playing greetings when there are no agents available. When a call comes in on a line belonging to a skillset that has no free agents, the call is not answered until either the Delay Answer time elapses or an agent becomes available, whichever happens first. During the Delay Answer time, the waiting callers hear ringback. To activate the Delay Answer feature, enter a time for Delay Answer. The Delay Answer time can be a minimum of zero seconds and a maximum of 10 minutes. The default Delay Answer time is 00:00. Attendant extensionThe attendant extension is the extension used if a caller requests to talk to the operator after the callers transfers to the Automated Attendant or CCR. The attendant extension is optional. If you do not assign an attendant extension, the call is sent to the system attendant extension. Language preferenceLanguage preference can be either Primary or Alternate. The language preference is the language choice used for prompting callers who transfer to the Automated Attendant or CCR. Language preference appears only on a system that is configured as bilingual.
40 Chapter 5 Setting up skillsets P0919436 03 Setting up or changing a skillset You can record skillset properties in the table “Call Center skillsets” on page 173. To set up or change a skillset 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Skillset List link. The Skillset List page appears. 4If you want to set up a skillset, click the Configure link for the skillset you want to set up or if you want to change a skillset, click the Properties link for the skillset you want to change. The Skillset Properties page appears. 5In the Control DN box, type the extension for the skillset. For more information, refer to “Control DN” on page 38. Note: Before you can change a skillset you must disable the skillset and wait until there are no calls in the skillset. You cannot change a skillset while it is in use.