Nortel Networks Call Center Instructions Manual
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Chapter 5 Setting up skillsets 41 Nortel Networks Call Center Set Up and Operation Guide 6In the Name box type the name for this skillset. The skillset name can be a maximum of 16 characters. 7In the MWI DN box, type the extension of the telephone that you want to display the Message Waiting Indicator for the Skillset Mailbox. 8From the Method list box, select Least Busy or Preferred. The default is Least Busy. 9In the Break Time box enter the Break Time period. The default Break Time is 00:30. 10In the Delay Answer box enter the delay answer time. The default delay answer time is 00:00. 11If you want to assign and attendant to the skillset, in the Attendant Ext box type the extension of the attendant. 12If your system is configured for bilingual operation, from the Prompt Language list box, select Primary or Alternate. The Prompt Language list box does not appear if you do not use bilingual operation. For more information on bilingual operation refer to “Assigning the Call Center language” on page 149. 13Click the Submit button. A message appears that says a new mailbox is created, and that you must initialize it before you enable the skillset. For how to initialize a mailbox refer to “Initializing a skillset mailbox” on page 57. 14Click the OK button.
42 Chapter 5 Setting up skillsets P0919436 03 Setting up DID routing You can route calls based on their Direct Inward Dialing (DID) number. DID is the ability to make a telephone call directly into an internal extension, without having to go through the operator. To route DID calls, set up a DID target line and assign the target line to a skillset. To set up DID routing for Business Communications Manager 2.5 1In Unified Manager, set up a DID target line. For information about setting up a DID target line refer to the Business Communications Manager 2.5 Programming Operations Guide. 2In CallPilot Manager, configure the target line number to be answered by Call Center. For information about configuring lines refer to “Configuring lines” on page 145. To set up DID routing for CallPilot 150 1From a Norstar phone, set up a DID target line. For information about setting up a DID target line refer to the Norstar System Coordinator Guide. 2In CallPilot Manager, configure the target line number to be answered by Call Center. For information about configuring lines refer to “Configuring lines” on page 145.
Chapter 5 Setting up skillsets 43 Nortel Networks Call Center Set Up and Operation Guide Setting up CLID/DNIS Routing If you use Business Communications Manager 2.5, you can set up CLID/DNIS Routing Tables. 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. Examples of using CLID/DNIS Routing Routing using CLID/ANI If your company has preferred customers or customers who have access to special services, you can set up CLID/ANI routing that recognizes the phone numbers the customers are calling from. Customers whose phone numbers are recognized are immediately routed to appropriate skillsets. The callers do not need to enter additional digits to route their calls. Routing using DNIS If your company has a customer who is a purchasing agent who frequently contacts a sales line, you can set up DNIS routing that recognizes the phone number the customer is calling. Customers who call the sales directory numbers are immediately routed to sales skillsets. Routing using Voice Button If your company has Multimedia Call Center enabled, callers can click a voice button html icon and enter the phone number they want an agent to call them at. Calls that arrive from a voice button call are recognized as Multimedia Call Center calls and routed to the appropriate skillsets. You can set up CLID/ANI rules for Multimedia Call Center Calls. The phone number that the caller enters in the web browser is the phone number that Multimedia Call Center dials when an agent receives the call. Routing using a Line If your company uses a rotary number without DNIS capability that uses lines 1 to 3, you can set up routing to send calls that come in on these lines to a specific skillset. Routing using CLID and a Line If your company uses a rotary number and subscribes to a CLID service, you can set up routing based on CLID and Line to route a special customer. Routing using CLID/ANI and DNIS If your company has customers who call the sales group or the service group frequently, you can set up routing based on CLID/ANI and DNIS to quickly route these customers. You can route the customers to a skillset with agents that specialize in service or sales to these customers.
44 Chapter 5 Setting up skillsets P0919436 03 CLID/DNIS Routing Table properties LIneThe line is the line number the call comes in on. Any calls that arrive on this line are assigned the routing you select. The line number your enter must a line that is configured to be answered by a skillset. CLID/ANIThe CLID (Calling Line Identification) or ANI (Automatic Number Identification) number identifies the caller or the location the call was made from. Any calls that have this CLID or ANI number are assigned the Priority you select. If a call matches the CLID/ANI information in the routing table, the call is routed to the skillset you choose. You can change the priority of the call in the skillset that is assigned for the line the call comes in on. DNISDNIS (Dialed Number Identification Service) sends a call directly to an internal extension without going through the operator. A DNIS number identifies the number the call is made to. If a call matches the DNIS information in the routing table, the call is routed to the skillset you choose. You can change the priority of the call in the skillset that is assigned for the line the call comes in on. Voice ButtonSelect the Voice Button check box if you want Multimedia Call Center calls assigned to this route. You must use Business Communications Manager 2.5 and have Multimedia Call Center enabled. Incoming Multimedia Call Center calls are assigned the Priority you select. If you select the Voice Button check box, you must leave the Line box and the DNIS box blank. ActionThe action is the treatment that is applied to the call: You can move the call to another skillset You can change the priority of the call You can move the call to another skillset and change the priority of the call Note: The CLID routing table can support 200 rules. Each rule can be a number, or a range, such as 416*.
Chapter 5 Setting up skillsets 45 Nortel Networks Call Center Set Up and Operation Guide Adding a CLID/DNIS Route 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the CLID/DNIS Routing Table link. The Intelligent CLID/DNIS Routing page appears. 4Click the Insert link. The CLID/DNIS Setup page appears. 5Set the method to identify the call: If you want to create a rule based on the line a call comes in on, in the Line box enter the line number. If you want to create a CLID or ANI rule, in the CLID/ANI box type the CLID or ANI number you want to assign this routing to. The CLID or ANI number identifies the caller or the location the call was made from. If you want to create a DNIS rule in the DNIS box type the DNIS number you want to assign to this route. The DNIS number identifies the number the call is made to. If you want to create a rule for CLID/ANI and a rotary number, in the CLID/ANI box type the CLID or ANI number and in the Line box type the line number If you want to create a rule for CLID/ANI and DNIS, in the CLID/ANI box type the CLID or ANI number and in the DNIS box type the DNIS number
46 Chapter 5 Setting up skillsets P0919436 03 If you have Multimedia Call Center enabled and you want to assign routing to Multimedia Call Center calls, select the Voice Button check box. If you select the Voice Button check box, you can enter a CLID/ANI number, but you must leave the Line box and the DNIS box blank. 6Select the type of routing you want to apply to the call: if you want to move the call to another skillset, select Move to Skillset and from the Skillset list box select the number of the skillset you want to route the call to if you want to move the call to another skillset and assign it a different priority: —select Move to Skillset —from the Skillset list box select the number of the skillset you want to route the call to —from the New Call Priority list box select a priority for the call if you want to change the priority of the call, select Change Call Priority Only and from the New Call Priority list box select a priority for the call 7Click the Submit button. Changing a CLID/DNIS Route You can change the type of routing that applies to a CLID/DNIS call. If you want to change the type of call the routing applies to, you must create a new route in the CLID/DNIS Routing Table. To change a CLID/DNIS Route 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the CLID/DNIS Routing Table link. The Intelligent CLID/DNIS Routing page appears. 4Click the Change link for the route you want to change. The CLID/DNIS Setup page appears for the route. 5Select the type of routing you want to apply to the call: If you want to move the call to another skillset, select Move to Skillset and from the Skillset list box select the number of the skillset you want to route the call to. If you want to move the call to another skillset and assign it a different priority: —Select Move to Skillset. —From the Skillset list box select the number of the skillset you want to route the call to. —From the New Call Priority list box select a priority for the call. If you want to change the priority of the call, select Change Call Priority Only, and from the New Call Priority list box select a priority for the call. 6Click the Submit button.
Chapter 5 Setting up skillsets 47 Nortel Networks Call Center Set Up and Operation Guide Deleting a CLID/DNIS Route 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the CLID/DNIS Routing Table link. The Intelligent CLID/DNIS Routing page appears. 4Click the Delete link for the route you want to delete. The routing is removed from the CLID/DNIS Routing Table.
48 Chapter 5 Setting up skillsets P0919436 03 Assigning an agent to a skillset You can assign an agent to one or more skillsets. Each agent is responsible for answering calls for the skillsets they are assigned to. Dynamic Agent Priority If you use Call Center Professional on Business Communications Manager 2.5, agents can have different priorities 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. 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. To assign an agent to a skillset 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Skillset List link. The Skillset List page appears. 4Click the Agents link for the skillset that you want to add agents to. The skillset must be configured before the Agents link appears. The Assigned Agents page appears.
Chapter 5 Setting up skillsets 49 Nortel Networks Call Center Set Up and Operation Guide 5Click the Assign button. The Assign Agents page appears with the available agents displayed. 6Click the Assign check box for each agent that you want to add to the skillset. 7If you use Professional Call Center, from the Priority list box, select the Priority of the agent. 1 is the highest priority. 8Click the Submit button. The agent you selected appears on to the Assigned Agents page. If you want to assign another agent to this skillset, follow steps 5 through 8. 9Click the Close button to return to the Skillset List page.
50 Chapter 5 Setting up skillsets P0919436 03 Changing an agent’s priority in a skillset If you use Call Center Professional on Business Communications Manager 2.5, agents can have different priorities 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. To change an agent’s priority in a skillset 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Skillset List link. The Skillset List page appears. 4Click the Agents link for the skillset you want to change the agent priority of. The Assigned Agents page appears. 5Click the Change button. The Change Agent Priorities page appears. 6Click the Change check box for the agent whose priority you want to change. You can select more than one agent if you want to assign them the same priority. 7From the Priority list box select the priority you want to assign. 8Click the Submit button. The Assigned Agents page shows the new priority. Repeat steps 5 through 8 for each agent you want to change.