Avaya Multimedia Call Center User Manual

Part No. P0935737 05Multimedia Call CenterSet Up and Operation Guide

10 Chapter 1 About Multimedia Call CenterP0935737 05Requirements for using CallPilot Manager to set up Multimedia Call CenterYou set up Multimedia

Chapter 1 About Multimedia Call Center 11Multimedia Call Center Set Up and Operation GuideHow to get helpUSA and CanadaAuthorized Distributors - T

12 Chapter 1 About Multimedia Call CenterP0935737 05

13Multimedia Call Center Set Up and Operation GuideChapter 2Setting up Multimedia Call CenterSetting up Multimedia Call Center involves:• Creating a u

14 Chapter 2 Setting up Multimedia Call CenterP0935737 05Enabling a Software Authorization CodeYou enable Multimedia Call Center by enabling the M

Chapter 2 Setting up Multimedia Call Center 15Multimedia Call Center Set Up and Operation Guide9 In the Keycode box type the number of the keycode

16 Chapter 2 Setting up Multimedia Call CenterP0935737 05Setting Multimedia Call Center parametersYou must set the system name, public host name,

Chapter 2 Setting up Multimedia Call Center 17Multimedia Call Center Set Up and Operation Guide6 Click the OK button.The System Administration pag

18 Chapter 2 Setting up Multimedia Call CenterP0935737 0511 From the Keep log files for list box, select how long you want to keep log files. The

Chapter 2 Setting up Multimedia Call Center 19Multimedia Call Center Set Up and Operation GuideAssigning routing to Multimedia Call Center callsYo

2P0935737 05Multimedia Call Center Set Up and Operation GuideCopyright © 2002 Nortel NetworksAll rights reserved. 2002.The information in this documen

20 Chapter 2 Setting up Multimedia Call CenterP0935737 05Routing Multimedia Call Center calls using the CLID/DNIS tableIf you do not want to use a

Chapter 2 Setting up Multimedia Call Center 21Multimedia Call Center Set Up and Operation Guide5 Click the Submit button.The CallPilot Manager scr

22 Chapter 2 Setting up Multimedia Call CenterP0935737 058 Click the Insert link to assign how Multimedia Call Center calls are routed.The CLID/DN

Chapter 2 Setting up Multimedia Call Center 23Multimedia Call Center Set Up and Operation Guide9 Select how you want Multimedia Call Center calls

24 Chapter 2 Setting up Multimedia Call CenterP0935737 05Assigning a callback route for Multimedia Call CenterA callback route must be set up for

Chapter 2 Setting up Multimedia Call Center 25Multimedia Call Center Set Up and Operation Guide3 Select an Outdial Type.If you are not sure of whi

26 Chapter 2 Setting up Multimedia Call CenterP0935737 05Configuring outdialing using PRI linesIf you use Primary Rate Interface (PRI) lines, you

Chapter 2 Setting up Multimedia Call Center 27Multimedia Call Center Set Up and Operation Guide8 Click the Trunk/line data heading.Verify that the

28 Chapter 2 Setting up Multimedia Call CenterP0935737 059 Scroll down to the Call routing key and click it. Click the Routes heading and click th

Chapter 2 Setting up Multimedia Call Center 29Multimedia Call Center Set Up and Operation Guide12 Click the Routes key and select Route you create

3Multimedia Call Center Set Up and Operation GuideContentsChapter 1About Multimedia Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . .

30 Chapter 2 Setting up Multimedia Call CenterP0935737 0513 To configure destination codes, click the Destination codes heading and click the Add

Chapter 2 Setting up Multimedia Call Center 31Multimedia Call Center Set Up and Operation GuideIn this example, 8A is the destination code, with a

32 Chapter 2 Setting up Multimedia Call CenterP0935737 05key, click the Public DN lengths key and from the list select the prefix that selects PRI

Chapter 2 Setting up Multimedia Call Center 33Multimedia Call Center Set Up and Operation GuideAssigning an outgoing line to a line poolYou must a

34 Chapter 2 Setting up Multimedia Call CenterP0935737 0513 Make sure that Access code is set to 9.14 Click the Lines key and click the key for th

Chapter 2 Setting up Multimedia Call Center 35Multimedia Call Center Set Up and Operation GuideCreating a Multimedia Call Center dial planYou can

36 Chapter 2 Setting up Multimedia Call CenterP0935737 055 Right-click the Restrictions heading and click Add.The Add Restrictions dialog box appe

Chapter 2 Setting up Multimedia Call Center 37Multimedia Call Center Set Up and Operation Guide17 In the Use filter box type the filter number. Th

38 Chapter 2 Setting up Multimedia Call CenterP0935737 05Setting the Maximum Outcalling ChannelsWhen you install Multimedia Call Center on your sy

Chapter 2 Setting up Multimedia Call Center 39Multimedia Call Center Set Up and Operation GuideConfiguring the Dialing Translation TableIf your ou

4 ContentsP0935737 05Configuring an agent's server settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Config

40 Chapter 2 Setting up Multimedia Call CenterP0935737 055 Click the Add button.The Dialing Translation Setup page appears.6 In the Input Value bo

41Multimedia Call Center Set Up and Operation GuideChapter 3Multimedia Call Center agentsSetting up Multimedia Call Center agents involves:• Enabling

42 Chapter 3 Multimedia Call Center agentsP0935737 05Adding Multimedia Call Center agents to Call CenterTo add Multimedia Call Center agents to Ca

Chapter 3 Multimedia Call Center agents 43Multimedia Call Center Set Up and Operation Guide6 Click the Call Center heading.7 Click the Agent List

44 Chapter 3 Multimedia Call Center agentsP0935737 058 Add a new Multimedia Call Center agent to the Call Center or change a Call Center agent’s s

Chapter 3 Multimedia Call Center agents 45Multimedia Call Center Set Up and Operation GuideAdding more than one agentYou can save time by adding m

46 Chapter 3 Multimedia Call Center agentsP0935737 05Accepted Call TypesThe Accepted Call Types parameter determines what type of calls are routed

Chapter 3 Multimedia Call Center agents 47Multimedia Call Center Set Up and Operation GuideInstalling Multimedia Call Center software on an agent’

48 Chapter 3 Multimedia Call Center agentsP0935737 053 In the left frame, under the Call Center Applications heading, click the Multimedia Call Ce

Chapter 3 Multimedia Call Center agents 49Multimedia Call Center Set Up and Operation GuideConfiguring an agent's server settingsTo configure

5Multimedia Call Center Set Up and Operation GuideChapter 1About Multimedia Call CenterThis guide assists a Call Center administrator with installing

50 Chapter 3 Multimedia Call Center agentsP0935737 05Configuring an agent’s browser settings1 On the agent’s computer, start Internet Explorer.2 O

Chapter 3 Multimedia Call Center agents 51Multimedia Call Center Set Up and Operation GuideConfiguring an agent’s nameEither you or the agent can

52 Chapter 3 Multimedia Call Center agentsP0935737 05

53Multimedia Call Center Set Up and Operation GuideChapter 4Multimedia Call Center messagesMultimedia Call Center messages are messages that are sent

54 Chapter 4 Multimedia Call Center messagesP0935737 05Call setup messages“Call setup page for first-time callers” on page 54 shows the interface

Chapter 4 Multimedia Call Center messages 55Multimedia Call Center Set Up and Operation GuideCall setup page for subsequent callersCallers see thi

56 Chapter 4 Multimedia Call Center messagesP0935737 05Status and error messagesDuring a call, a caller can see one or more of these status and er

Chapter 4 Multimedia Call Center messages 57Multimedia Call Center Set Up and Operation GuideBad calling preferences messageCallers see this messa

58 Chapter 4 Multimedia Call Center messagesP0935737 05Session completed messageCallers see this message after they click the Hangup button on the

Chapter 4 Multimedia Call Center messages 59Multimedia Call Center Set Up and Operation GuideMake call failed messageCallers see this message if t

6 Chapter 1 About Multimedia Call CenterP0935737 05How Multimedia Call Center works for callersWhen callers on a website click a voice button html

60 Chapter 4 Multimedia Call Center messagesP0935737 05Connected messageCallers see this message when they connect to an agent.MSG.htmlCall transf

Chapter 4 Multimedia Call Center messages 61Multimedia Call Center Set Up and Operation GuideRecording Multimedia Call Center announcementsWhen yo

62 Chapter 4 Multimedia Call Center messagesP0935737 05Downloading web pages and viewing web page listsIf you want to customize a Multimedia Call

Chapter 4 Multimedia Call Center messages 63Multimedia Call Center Set Up and Operation Guide10 In the Password box type your password.11 Click th

64 Chapter 4 Multimedia Call Center messagesP0935737 0512 Under the Customize heading, click the View/Download Files button to generate a list of

Chapter 4 Multimedia Call Center messages 65Multimedia Call Center Set Up and Operation GuideCustomizing web pagesYou or your web developer can cu

66 Chapter 4 Multimedia Call Center messagesP0935737 05Uploading or deleting web pagesAfter you customize Multimedia Call Center web pages, use th

Chapter 4 Multimedia Call Center messages 67Multimedia Call Center Set Up and Operation Guide12 To upload files:a In the Interface name box type t

68 Chapter 4 Multimedia Call Center messagesP0935737 05Creating and distributing web page listsYou or your web developer can create bookmarked lis

69Multimedia Call Center Set Up and Operation GuideChapter 5Viewing reports, active calls and log filesThere are four reports you can generate that sh

Chapter 1 About Multimedia Call Center 7Multimedia Call Center Set Up and Operation GuideHow Multimedia Call Center works for agentsDepending on t

70 Chapter 5 Viewing reports, active calls and log filesP0935737 05An example of a Summary call report for all callsSummary call report by skillse

Chapter 5 Viewing reports, active calls and log files 71Multimedia Call Center Set Up and Operation GuideDetail call report - all callsThe Detail

72 Chapter 5 Viewing reports, active calls and log filesP0935737 05Detail call report by skillsetThe Detail call report by skillset shows the info

Chapter 5 Viewing reports, active calls and log files 73Multimedia Call Center Set Up and Operation GuideGenerating Multimedia Call Center reports

74 Chapter 5 Viewing reports, active calls and log filesP0935737 058 On the Tools menu click Multimedia Call Center Admin.The Enter Network Passwo

Chapter 5 Viewing reports, active calls and log files 75Multimedia Call Center Set Up and Operation GuideMonitoring active callsYou can monitor ac

76 Chapter 5 Viewing reports, active calls and log filesP0935737 0510 In the Password box type your password.11 Click the OK button.The System Adm

Chapter 5 Viewing reports, active calls and log files 77Multimedia Call Center Set Up and Operation GuideViewing log filesLog files are automatica

78 Chapter 5 Viewing reports, active calls and log filesP0935737 057 Click the Multimedia Call Center heading.The Summary screen appears.8 On the

Chapter 5 Viewing reports, active calls and log files 79Multimedia Call Center Set Up and Operation Guide12 Click the Examine Logs button.The Exam

8 Chapter 1 About Multimedia Call CenterP0935737 05Multimedia Call Center call typesCallers with a PSTN voice connection and a data connection, an

80 Chapter 5 Viewing reports, active calls and log filesP0935737 05

Multimedia Call Center Set Up and Operation Guide81IndexAAdding multiple agents to Call Center 45AgentAccepted Call Types 46adding multiple agents

82 IndexP0935737 05Preferences 55preferences saved 59refresh 60server down 56, 59session completed 58subsequent callers 55uploading 6

Chapter 1 About Multimedia Call Center 9Multimedia Call Center Set Up and Operation GuideData only callFor this type of call, the caller needs an