Avaya BCM 5.0 - Contact Center - Intelligent Contact Center User Manual

BCM 5.0Contact CenterDocument Status: StandardDocument Number: NN40170-301Document Version: 01.01Date: August 2009Intelligent Contact Center Set Up an

10 ContentsNN40170-301NN40170-301Chapter 10Setting up Routing Tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131Abo

100 Chapter 7 Off-premise Message NotificationNN40170-301NN40170-3019 Press OK or £ to accept the start time.10 Enter the time when Off-premise Messag

Chapter 7 Off-premise Message Notification 101Intelligent Contact Center Set Up and Operation GuideChanging Off-premise Message NotificationYou can ch

102 Chapter 7 Off-premise Message NotificationNN40170-301NN40170-3012 If you use the CallPilot interface:• Press °fi to open the Mailbox Tools• Press N

Chapter 7 Off-premise Message Notification 103Intelligent Contact Center Set Up and Operation GuideTo change the destination from phone to another des

104 Chapter 7 Off-premise Message NotificationNN40170-301NN40170-30110 Press CHNG or ⁄ to change the start timeorpress NEXT or £ to accept the start t

Chapter 7 Off-premise Message Notification 105Intelligent Contact Center Set Up and Operation GuideTo change the destination from pager to phone or ex

106 Chapter 7 Off-premise Message NotificationNN40170-301NN40170-301To change the destination from phone or extension to pager9 Press CHNG or ⁄ to cha

Chapter 7 Off-premise Message Notification 107Intelligent Contact Center Set Up and Operation Guide6 Enter the pager number and press OK or £ to conti

108 Chapter 7 Off-premise Message NotificationNN40170-301NN40170-301Deleting a destination numberIf you have more than one destination number for Off-

Chapter 7 Off-premise Message Notification 109Intelligent Contact Center Set Up and Operation GuideAdding a destination numberUse this procedure if yo

Contents 11Intelligent Contact Center Set Up and Operation GuideSystem Configuration Report . . . . . . . . . . . . . . . . . . . . . . . . . . . .

110 Chapter 7 Off-premise Message NotificationNN40170-301NN40170-301Turning Off-premise Message Notification on or offYou can turn Off-premise Message

111Intelligent Contact Center Set Up and Operation GuideChapter 8Recording Contact Center greetingsAbout Contact Center greetingsContact Center greeti

112 Chapter 8 Recording Contact Center greetingsNN40170-301NN40170-301Recording a Contact Center greetingBefore you record a greeting, write the greet

Chapter 8 Recording Contact Center greetings 113Intelligent Contact Center Set Up and Operation GuideTo record a Contact Center greeting1 Click the Co

114 Chapter 8 Recording Contact Center greetingsNN40170-301NN40170-3013 Click the Voice link for the number of the greeting you want to record.The pag

Chapter 8 Recording Contact Center greetings 115Intelligent Contact Center Set Up and Operation Guide8 To listen to the recording, click Playorto save

116 Chapter 8 Recording Contact Center greetingsNN40170-301NN40170-3013 Click the Voice link for the number of the greeting you want to record.The pag

Chapter 8 Recording Contact Center greetings 117Intelligent Contact Center Set Up and Operation GuideTo export a previously recorded greeting1 Start C

118 Chapter 8 Recording Contact Center greetingsNN40170-301NN40170-301

119Intelligent Contact Center Set Up and Operation GuideChapter 9Setting up Intelligent RoutingAbout Intelligent RoutingIntelligent Routing gives you

12 ContentsNN40170-301NN40170-301Break Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

120 Chapter 9 Setting up Intelligent RoutingNN40170-301NN40170-301Intelligent Overflow Routing handles calls differently depending on the rules that y

Chapter 9 Setting up Intelligent Routing 121Intelligent Contact Center Set Up and Operation Guide• changing the priority of the callExamples of Intell

122 Chapter 9 Setting up Intelligent RoutingNN40170-301NN40170-301• selects Change Call Priority only as the action and selects 1 as the new call prio

Chapter 9 Setting up Intelligent Routing 123Intelligent Contact Center Set Up and Operation Guide• sets the timer to 2 minutes and 30 seconds• selects

124 Chapter 9 Setting up Intelligent RoutingNN40170-301NN40170-301Example 6In this example, calls to the contact center go to skillset 1, which is the

Chapter 9 Setting up Intelligent Routing 125Intelligent Contact Center Set Up and Operation GuideExample 8In this example, calls to the contact center

126 Chapter 9 Setting up Intelligent RoutingNN40170-301NN40170-3014 Click the Overflow link for the skillset you want to add Intelligent Overflow Rout

Chapter 9 Setting up Intelligent Routing 127Intelligent Contact Center Set Up and Operation Guidedo not select the Agents Not Logged In check box and

128 Chapter 9 Setting up Intelligent RoutingNN40170-301NN40170-301To move an Intelligent Overflow rule1 Start CallPilot Manager.2 Click the Contact Ce

Chapter 9 Setting up Intelligent Routing 129Intelligent Contact Center Set Up and Operation Guide5 Click the Overflow link for the skillset with the r

Contents 13Intelligent Contact Center Set Up and Operation GuideResetting the Contact Center Administrator password . . . . . . . . . . . . . . . . .

130 Chapter 9 Setting up Intelligent RoutingNN40170-301NN40170-301

131Intelligent Contact Center Set Up and Operation GuideChapter 10Setting up Routing TablesAbout Routing TablesRouting tables determine how the system

132 Chapter 10 Setting up Routing TablesNN40170-301NN40170-301As you create routing tables, each table shows whether it detects faxes.Expected Wait Ti

Chapter 10 Setting up Routing Tables 133Intelligent Contact Center Set Up and Operation GuideTo set up EWT1 Record EWT Greetings.Refer to “Recording E

134 Chapter 10 Setting up Routing TablesNN40170-301NN40170-301To set up an EWT Table1 Click the Contact Center heading.2 Click the Expected Wait Time

Chapter 10 Setting up Routing Tables 135Intelligent Contact Center Set Up and Operation Guide4 Click Add.The Wait Time Interval page appears.5 In the

136 Chapter 10 Setting up Routing TablesNN40170-301NN40170-30113 In the EWT Table box type a descriptive name for the table, for example Peak Hours.Th

Chapter 10 Setting up Routing Tables 137Intelligent Contact Center Set Up and Operation GuideTo change an EWT Table1 Click the Expected Wait Time Tabl

138 Chapter 10 Setting up Routing TablesNN40170-301NN40170-301Greeting step parametersYou can assign these parameters to greeting steps. If the first

Chapter 10 Setting up Routing Tables 139Intelligent Contact Center Set Up and Operation GuideAdding a Greeting stepGreeting steps play a message to wa

14 ContentsNN40170-301NN40170-301

140 Chapter 10 Setting up Routing TablesNN40170-301NN40170-3014 Click the Day or the Night link for the skillset to which you want to add a greeting s

Chapter 10 Setting up Routing Tables 141Intelligent Contact Center Set Up and Operation Guide— Select the CCR check box if you want callers to be able

142 Chapter 10 Setting up Routing TablesNN40170-301NN40170-3019 Click Close to return to the Skillset list.Adding a Goto stepGoto steps send a caller

Chapter 10 Setting up Routing Tables 143Intelligent Contact Center Set Up and Operation Guide• Create a specific Auto Attendant table and CCR tree for

144 Chapter 10 Setting up Routing TablesNN40170-301NN40170-301To add a Disconnect step1 Start CallPilot Manager.2 Click the Contact Center heading.3 C

Chapter 10 Setting up Routing Tables 145Intelligent Contact Center Set Up and Operation GuideAssigning Routing Table hours of operationTo assign the r

146 Chapter 10 Setting up Routing TablesNN40170-301NN40170-3015 For each day of the week set the hours of operation for the skillset:• to have the ski

Chapter 10 Setting up Routing Tables 147Intelligent Contact Center Set Up and Operation GuideTo set the Service Mode for a skillset1 Press ≤·°¤.Enter

148 Chapter 10 Setting up Routing TablesNN40170-301NN40170-301Example of a Day Routing TableTo set up the routing table steps is shown in “Example of

Chapter 10 Setting up Routing Tables 149Intelligent Contact Center Set Up and Operation Guide8 Click Submit.The Greeting step appears as step 1 in the

15Intelligent Contact Center Set Up and Operation GuideChapter 1Getting started About this GuideThe Contact Center Set Up and Operation Guide describe

150 Chapter 10 Setting up Routing TablesNN40170-301NN40170-30129 Click Close to return to the Skillset List page.Example of a Night Routing TableTo se

Chapter 10 Setting up Routing Tables 151Intelligent Contact Center Set Up and Operation GuideChanging a Routing TableYou must disable a skillset befor

152 Chapter 10 Setting up Routing TablesNN40170-301NN40170-3015 Click the Modify link for the step you want to change.The Routing Step page appears.6

153Intelligent Contact Center Set Up and Operation GuideChapter 11Creating Caller Input RulesYou can create Caller Input Rules that route calls to oth

154 Chapter 11 Creating Caller Input RulesNN40170-301NN40170-3014 Click the Create link for the Caller Input Rules Table you want to add a rule to.The

Chapter 11 Creating Caller Input Rules 155Intelligent Contact Center Set Up and Operation Guide8 Click Add.The Match Rule Setup page appears.9 In the

156 Chapter 11 Creating Caller Input RulesNN40170-301NN40170-301— if you select Line or Pool, in the Line/Pool# box type the line or line pool number

Chapter 11 Creating Caller Input Rules 157Intelligent Contact Center Set Up and Operation GuideAn example of using Intelligent Caller Routing, Advance

158 Chapter 11 Creating Caller Input RulesNN40170-301NN40170-301Changing a Caller Input ruleYou can change a caller input rule at any time. If you wan

Chapter 11 Creating Caller Input Rules 159Intelligent Contact Center Set Up and Operation GuideDeleting a Caller Input ruleYou can delete a Caller Inp

16 Chapter 1 Getting startedNN40170-301NN40170-301Table 1 Intelligent Contact Center Capacities for BCM450Features Intelligent Contact Center for BC

160 Chapter 11 Creating Caller Input RulesNN40170-301NN40170-301

161Intelligent Contact Center Set Up and Operation GuideChapter 12Line administrationBefore Contact Center can answer an incoming line, you must assig

162 Chapter 12 Line administrationNN40170-301NN40170-301Configuring linesYou must disable a skillset and wait until there are no calls in the skillset

Chapter 12 Line administration 163Intelligent Contact Center Set Up and Operation Guide4 From the Answer Mode list box, select Contact Center.5 In the

164 Chapter 12 Line administrationNN40170-301NN40170-301

165Intelligent Contact Center Set Up and Operation GuideChapter 13Setting up Contact Center general propertiesSetting up Contact Center includes assig

166 Chapter 13 Setting up Contact Center general propertiesNN40170-301NN40170-301To assign the Contact Center language1 Start CallPilot Manager.2 Clic

Chapter 13 Setting up Contact Center general properties 167Intelligent Contact Center Set Up and Operation GuideGeneral Contact Center propertiesWhen

168 Chapter 13 Setting up Contact Center general propertiesNN40170-301NN40170-301Supervisor Help Request TimeoutThe Supervisor Help Request Timeout is

Chapter 13 Setting up Contact Center general properties 169Intelligent Contact Center Set Up and Operation Guide3 Click the General Properties link.Th

Chapter 1 Getting started 17Intelligent Contact Center Set Up and Operation GuideAdvanced Intelligent Caller Input Routing: the ability to route a cal

170 Chapter 13 Setting up Contact Center general propertiesNN40170-301NN40170-30111 Click Submit.System Configuration ReportThe System Configuration R

Chapter 13 Setting up Contact Center general properties 171Intelligent Contact Center Set Up and Operation GuideContact Center GreetingsLists for each

172 Chapter 13 Setting up Contact Center general propertiesNN40170-301NN40170-301To generate the System Configuration Report1 Start CallPilot Manger.2

173Intelligent Contact Center Set Up and Operation GuideChapter 14Monitoring Contact Center call activityMonitoring call activityYou can monitor call

174 Chapter 14 Monitoring Contact Center call activityNN40170-301NN40170-301Setting up Silent Monitor on your systemFor monitoring to be silent, you m

Chapter 14 Monitoring Contact Center call activity 175Intelligent Contact Center Set Up and Operation GuideUsing Silent Monitor with Answer DNIf you h

176 Chapter 14 Monitoring Contact Center call activityNN40170-301NN40170-3014 Press IN to log on to one or more skillsets that you want to monitor. Yo

Chapter 14 Monitoring Contact Center call activity 177Intelligent Contact Center Set Up and Operation GuideAbout monitoring sessionsReceiving a call o

178 Chapter 14 Monitoring Contact Center call activityNN40170-301NN40170-301Monitoring skillsetsUse ≤·‚· (Display Waiting Calls) to view information a

Chapter 14 Monitoring Contact Center call activity 179Intelligent Contact Center Set Up and Operation GuideAn example of monitoring skillsetsIn the ex

18 Chapter 1 Getting startedNN40170-301NN40170-301Table 2 Intelligent Contact Center Capacities for BCM50 Features Intelligent Contact Center for BC

180 Chapter 14 Monitoring Contact Center call activityNN40170-301NN40170-301Taking some Not Ready timeIf you use ≤·‚° (Not Ready), you do not receive

Chapter 14 Monitoring Contact Center call activity 181Intelligent Contact Center Set Up and Operation GuideLogging offLog off when you complete your s

182 Chapter 14 Monitoring Contact Center call activityNN40170-301NN40170-301If a help request is escalated to a supervisor, their ≤·‚fl indicator flash

Chapter 14 Monitoring Contact Center call activity 183Intelligent Contact Center Set Up and Operation GuideAgents can request Supervisor Help only if

184 Chapter 14 Monitoring Contact Center call activityNN40170-301NN40170-301How to handle missed requestsWhen a supervisor’s Supervisor Help LCD indic

Chapter 14 Monitoring Contact Center call activity 185Intelligent Contact Center Set Up and Operation GuideFor a missed request, the prompt “aa asked

186 Chapter 14 Monitoring Contact Center call activityNN40170-301NN40170-301

187Intelligent Contact Center Set Up and Operation GuideChapter 15Activity CodesAgents use Activity Codes to allocate the time they spend on calls to

188 Chapter 15 Activity CodesNN40170-301NN40170-301Agents have the option of pressing ≤·‚‡ to enter an Activity Code from the time the call starts unt

Chapter 15 Activity Codes 189Intelligent Contact Center Set Up and Operation GuideExamples of Activity Code callsDuring an active call, each time an a

Chapter 1 Getting started 19Intelligent Contact Center Set Up and Operation GuideIntelligent Overflow Routing: rules you create to overflow, change th

190 Chapter 15 Activity CodesNN40170-301NN40170-301AutopegsWhether an agent is Prompted or Optional, if the agent enters an Activity Code while a call

Chapter 15 Activity Codes 191Intelligent Contact Center Set Up and Operation GuideSystem Activity CodesSystem Activity Codes track statistics that can

192 Chapter 15 Activity CodesNN40170-301NN40170-301Examples of System Activity Code callsExample 1: No PegA call where the agent does not enter an Act

Chapter 15 Activity Codes 193Intelligent Contact Center Set Up and Operation GuideExamples of Prompted and Optional CallsExample 1: Optional where the

194 Chapter 15 Activity CodesNN40170-301NN40170-301Example 5: The first agent is Prompted and the second agent is OptionalHow Activity Codes interact

Chapter 15 Activity Codes 195Intelligent Contact Center Set Up and Operation GuideExample 2: The first agent enters an Activity CodeExample 3: The sec

196 Chapter 15 Activity CodesNN40170-301NN40170-301It is the agent's responsibility to either enter an Activity Code or release the session. Othe

Chapter 15 Activity Codes 197Intelligent Contact Center Set Up and Operation GuideCreating, changing, and deleting Activity CodesYou create Activity C

198 Chapter 15 Activity CodesNN40170-301NN40170-301To change an Activity CodeYou can change an Activity Code’s name and description. You cannot change

Chapter 15 Activity Codes 199Intelligent Contact Center Set Up and Operation GuideExample of an Activity Code list created in NotepadExample of an Act

Copyright © 2009 Nortel Networks, All Rights ReservedThe information in this document is subject to change without notice. The statements, configurati

20 Chapter 1 Getting startedNN40170-301NN40170-301Contact Center featuresContact Center has many features that give your Contact Center advanced and f

200 Chapter 15 Activity CodesNN40170-301NN40170-301The Importing Activity Codes dialog box appears.3 In the Load Activity Code From box, enter the pat

Chapter 15 Activity Codes 201Intelligent Contact Center Set Up and Operation GuideAssigning Activity Code settings to agents and skillsetsBy default a

202 Chapter 15 Activity CodesNN40170-301NN40170-3014 The agent can press YES to enter another Activity Code or press NO to end the ≤·‚‡ session.Pressi

203Intelligent Contact Center Set Up and Operation GuideChapter 16Tips for operating Contact CenterThis chapter provides tips to improve the operation

204 Chapter 16 Tips for operating Contact CenterNN40170-301NN40170-301Routing Table administration• Use Forced Play greetings sparingly. If you use Fo

Chapter 16 Tips for operating Contact Center 205Intelligent Contact Center Set Up and Operation GuideHow to calculate the longest time a caller can be

206 Chapter 16 Tips for operating Contact CenterNN40170-301NN40170-301Tips to improve the efficiency of Contact CenterPlan for busy times:• when you a

207Intelligent Contact Center Set Up and Operation GuideChapter 17Examples of Contact Center configurationsThere are many ways to set up Contact Cente

208 Chapter 17 Examples of Contact Center configurationsNN40170-301NN40170-301• “Overflow” on page 216“Skillset 3” on page 217• “Routing Tables” on pa

Chapter 17 Examples of Contact Center configurations 209Intelligent Contact Center Set Up and Operation GuideGeneral Configuration Additional keycode

Chapter 1 Getting started 21Intelligent Contact Center Set Up and Operation GuideUsing CallPilot call routing with Contact CenterCallPilot is a versat

210 Chapter 17 Examples of Contact Center configurationsNN40170-301NN40170-301General PropertiesCaller Input RulesGreeting 53 The expected wait time f

Chapter 17 Examples of Contact Center configurations 211Intelligent Contact Center Set Up and Operation GuideExpected Wait TimeActivity CodesLines

212 Chapter 17 Examples of Contact Center configurationsNN40170-301NN40170-301Skillset 1Routing TablesPropertiesName SalesMWI DN 333Method Least busyA

Chapter 17 Examples of Contact Center configurations 213Intelligent Contact Center Set Up and Operation GuideService ModeNight Routing Table steps1 -

214 Chapter 17 Examples of Contact Center configurationsNN40170-301NN40170-301OverflowSkillset 2PropertiesName SupportMWI DN 334Method Least BusyAtten

Chapter 17 Examples of Contact Center configurations 215Intelligent Contact Center Set Up and Operation GuideRouting TablesDay Routing Table steps1 -

216 Chapter 17 Examples of Contact Center configurationsNN40170-301NN40170-301Service ModeOverflow

Chapter 17 Examples of Contact Center configurations 217Intelligent Contact Center Set Up and Operation GuideSkillset 3Routing TablesPropertiesName In

218 Chapter 17 Examples of Contact Center configurationsNN40170-301NN40170-301Service ModeOverflowNight Routing Table steps1 - Transfer to extension

Chapter 17 Examples of Contact Center configurations 219Intelligent Contact Center Set Up and Operation GuideSkillset 4Routing TablesPropertiesName Pr

22 Chapter 1 Getting startedNN40170-301NN40170-301Auto AttendantThe Auto Attendant answers incoming calls and presents callers with a greeting. After

220 Chapter 17 Examples of Contact Center configurationsNN40170-301NN40170-301Service ModeOverflowNight Routing Table steps1 - Transfer to extension

Chapter 17 Examples of Contact Center configurations 221Intelligent Contact Center Set Up and Operation GuideMultimedia Contact CenterMosaic Hardwood

222 Chapter 17 Examples of Contact Center configurationsNN40170-301NN40170-301Activity CodesGreeting 148VoiceWelcome to Mosaic Hardwood Flooring. Plea

Chapter 17 Examples of Contact Center configurations 223Intelligent Contact Center Set Up and Operation GuideLinesSkillset 5Skillsets 1 - 4 are unchan

224 Chapter 17 Examples of Contact Center configurationsNN40170-301NN40170-301Routing TablesDay Routing Table steps1 - Greeting 148 Forced Greeting2 -

Chapter 17 Examples of Contact Center configurations 225Intelligent Contact Center Set Up and Operation GuideService ModeOverflow

226 Chapter 17 Examples of Contact Center configurationsNN40170-301NN40170-301

227Intelligent Contact Center Set Up and Operation GuideChapter 18Troubleshooting Contact CenterThis chapter contains troubleshooting information for

228 Chapter 18 Troubleshooting Contact CenterNN40170-301NN40170-301To reset the Operator password using a phoneResetting the Contact Center Administra

Chapter 18 Troubleshooting Contact Center 229Intelligent Contact Center Set Up and Operation GuideImportant considerations about how agents use featur

Chapter 1 Getting started 23Intelligent Contact Center Set Up and Operation GuideSymbols and text conventionsThese symbols are used to Highlight criti

230 Chapter 18 Troubleshooting Contact CenterNN40170-301NN40170-301Do Not DisturbInstead of using Do Not Disturb, agents must use the Not Ready Featur

Chapter 18 Troubleshooting Contact Center 231Intelligent Contact Center Set Up and Operation Guide• Meridian and Norstar telephones: If you use a head

232 Chapter 18 Troubleshooting Contact CenterNN40170-301NN40170-301To change a skillset mailbox CDN1 Start CallPilot Manager.2 Click the Mailbox Admin

Chapter 18 Troubleshooting Contact Center 233Intelligent Contact Center Set Up and Operation Guide• Check whether your Transfer Ringback Timer has a h

234 Chapter 18 Troubleshooting Contact CenterNN40170-301NN40170-301Contact Center calls do not follow Call Forward rules, but non-Contact Center calls

235Intelligent Contact Center Set Up and Operation GuideChapter 19Contact Center Programming RecordFor this programming task see on pageRecord the Fea

236 Chapter 19 Contact Center Programming RecordNN40170-301NN40170-301Feature CodesGeneral Contact Center propertiesOperator/Business StatusFeature co

Chapter 19 Contact Center Programming Record 237Intelligent Contact Center Set Up and Operation GuideContact Center skillsetsSkillset parameterRules D

238 Chapter 19 Contact Center Programming RecordNN40170-301NN40170-301Contact Center GreetingsGreeting numberGreeting information

Chapter 19 Contact Center Programming Record 239Intelligent Contact Center Set Up and Operation GuideIntelligent Overflow RoutingSkillset:Service Mode

24 Chapter 1 Getting startedNN40170-301NN40170-301These conventions and symbols are used to represent the Business Series Terminal display and.These t

240 Chapter 19 Contact Center Programming RecordNN40170-301NN40170-301Contact Center agentsAgent IDand typeAgent name Supervisor statusY/NNames and #s

Chapter 19 Contact Center Programming Record 241Intelligent Contact Center Set Up and Operation GuideSkillset assignmentsSkillset name and # Agent ID

242 Chapter 19 Contact Center Programming RecordNN40170-301NN40170-301Skillset mailboxesSkillset # Mailbox name Mailbox number (Control DN)MWI extensi

Chapter 19 Contact Center Programming Record 243Intelligent Contact Center Set Up and Operation GuideRouting TablesSkillset # _______________

244 Chapter 19 Contact Center Programming RecordNN40170-301NN40170-301Caller Input RulesRule table # _______________ Length: Fixed _____

Chapter 19 Contact Center Programming Record 245Intelligent Contact Center Set Up and Operation GuideIntelligent CLID/DNIS RoutingType of call: Line,

246 Chapter 19 Contact Center Programming RecordNN40170-301NN40170-301Line answeringLine # Skillset # # of rings (0 to 12) for Caller ID minimum 2 rin

247Intelligent Contact Center Set Up and Operation GuideGlossaryAASee Automated Attendant.AgentAn agent is a person who is assigned to answer calls fo

248 GlossaryNN40170-301NN40170-301See Custom Call Routing.CDNSee Control Directory Number.Contact CenterContact Center receives, holds and routes call

Glossary 249Intelligent Contact Center Set Up and Operation GuideChannelA channel is the voice path that Contact Center uses to play greetings to call

Chapter 1 Getting started 25Intelligent Contact Center Set Up and Operation GuideContact Center Agent Guide (NN40040-101)Contact Center Supervisor Gui

250 GlossaryNN40170-301NN40170-301The same agent can have a priority of 3 when they are logged on to the Spanish skillset and, a priority of 6 when th

Glossary 251Intelligent Contact Center Set Up and Operation GuideMemory button indicatorMemory button indicators are the triangular-shaped indicators

252 GlossaryNN40170-301NN40170-301Real timeReal time is a term for when there is very little response time between when an event occurs and when the i

253Intelligent Contact Center Set Up and Operation GuideIndexNumerics24 Hour Service mode, skillset 120AActivity Codes 56agent settings 201Autop

254 IndexNN40170-301NN40170-301Channelsreserved 167voice 167Character limitfor Off-premise Message Notification destination number 96, 98, 100,

Index 255Intelligent Contact Center Set Up and Operation GuideMonitor skillsets 38Not Ready 38Open Mailbox 37, 38Operator Settings 37programmi

256 IndexNN40170-301NN40170-301pausing 85previous, CallPilot 86previous, Norstar Voice Mail 85rewinding 84, 86skipping forward 85, 86skippin

Index 257Intelligent Contact Center Set Up and Operation Guideto an external message sender 90using the DIAL option 89to an internal message sende

258 IndexNN40170-301NN40170-301leaving a message in 204, 206listening to messages 83Message Waiting Indication extension 71messages 83messages

26 Chapter 1 Getting startedNN40170-301NN40170-301Getting Help through a Nortel distributor or reseller If you purchased a service contract for your N

27Intelligent Contact Center Set Up and Operation GuideChapter 2About setting up Contact CenterYou can set up Contact Center using a display telephone

28 Chapter 2 About setting up Contact CenterNN40170-301NN40170-3014 Click Load File.The Open file dialog box appears.5 Browse to where you saved the k

Chapter 2 About setting up Contact Center 29Intelligent Contact Center Set Up and Operation GuideAbout the CallPilot Manager interfaceSystem timeoutA

3Intelligent Contact Center Set Up and Operation GuideTask ListGetting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

30 Chapter 2 About setting up Contact CenterNN40170-301NN40170-301For information about Contact Center access rights, see the BCM 5.0 Administration a

Chapter 2 About setting up Contact Center 31Intelligent Contact Center Set Up and Operation GuideSystem timeoutIf you pause longer than two minutes (1

32 Chapter 2 About setting up Contact CenterNN40170-301NN40170-301The prompt disappears for these command line prompts:• Name:•Log:•Dest ph:Symbols an

Chapter 2 About setting up Contact Center 33Intelligent Contact Center Set Up and Operation GuideThe T7100 works differently from other telephones on

34 Chapter 2 About setting up Contact CenterNN40170-301NN40170-301

35Intelligent Contact Center Set Up and Operation GuideChapter 3Using Feature CodesYou use Feature Codes to perform Contact Center functions on your t

36 Chapter 3 Using Feature CodesNN40170-301NN40170-301Programming a memory button with a Feature CodeEach Feature Code can be programmed to a memory b

Chapter 3 Using Feature Codes 37Intelligent Contact Center Set Up and Operation GuideFeature Codes used by Contact Center Administrator and Supervisor

38 Chapter 3 Using Feature CodesNN40170-301NN40170-301Feature Codes used by Contact Center agentsIf you have Custom Feature Codes, record them in the

Chapter 3 Using Feature Codes 39Intelligent Contact Center Set Up and Operation GuideDisplay Waiting Calls≤ ·‚·• Agents who answer calls only during p

4 Task ListNN40170-301NN40170-301To play skillset mailbox messages - CallPilot ...86To re

40 Chapter 3 Using Feature CodesNN40170-301NN40170-301

41Intelligent Contact Center Set Up and Operation GuideChapter 4Setting up Contact Center agentsAgents handle the calls in your Contact Center. Superv

42 Chapter 4 Setting up Contact Center agentsNN40170-301NN40170-301Agent properties Agent IDEach agent is assigned a unique ID number. Contact Center

Chapter 4 Setting up Contact Center agents 43Intelligent Contact Center Set Up and Operation GuideAudible Not Ready Notification IntervalYou configure

44 Chapter 4 Setting up Contact Center agentsNN40170-301NN40170-301In addition to these agent properties, you can assign agents Dynamic Priority when

Chapter 4 Setting up Contact Center agents 45Intelligent Contact Center Set Up and Operation Guide3 Click the Agent List link.The Contact CenterAgent

46 Chapter 4 Setting up Contact Center agentsNN40170-301NN40170-3017 Select the Supervisor check box if you want to give the agent supervisor function

Chapter 4 Setting up Contact Center agents 47Intelligent Contact Center Set Up and Operation GuideTo add more than one agent1 Start CallPilot Manager.

48 Chapter 4 Setting up Contact Center agentsNN40170-301NN40170-301secure copy protocol (SCP) is supported. Therefore, wherever an SFTP server is requ

Chapter 4 Setting up Contact Center agents 49Intelligent Contact Center Set Up and Operation Guide To change agent information1 Start CallPilot Manage

Task List 5Intelligent Contact Center Set Up and Operation GuideTo change the rule length for a Caller Input Table ...

50 Chapter 4 Setting up Contact Center agentsNN40170-301NN40170-301Resetting an agent’s passwordIf an agent forgets their password, you can reset the

Chapter 4 Setting up Contact Center agents 51Intelligent Contact Center Set Up and Operation GuideForcing an agent offAgents usually log out when they

52 Chapter 4 Setting up Contact Center agentsNN40170-301NN40170-301

53Intelligent Contact Center Set Up and Operation GuideChapter 5Setting up skillsetsAbout skillsetsContact Center skillsets answer and distribute call

54 Chapter 5 Setting up skillsetsNN40170-301NN40170-301Skillset propertiesSkillsetThe number between 1 and 50 that is assigned to the skillset.If you

Chapter 5 Setting up skillsets 55Intelligent Contact Center Set Up and Operation GuideDelay AnswerDelay Answer is a toll-saving feature that prevents

56 Chapter 5 Setting up skillsetsNN40170-301NN40170-301Setting up or changing a skillsetYou can record skillset properties in the table “Contact Cente

Chapter 5 Setting up skillsets 57Intelligent Contact Center Set Up and Operation Guideif you want to change a skillset, click the Properties link for

58 Chapter 5 Setting up skillsetsNN40170-301NN40170-30114 If your system is configured for bilingual operation, from the Prompt Language list box, sel

Chapter 5 Setting up skillsets 59Intelligent Contact Center Set Up and Operation GuideSetting up CLID/DNIS RoutingYou can set up CLID/DNIS Routing Tab

6 Task ListNN40170-301NN40170-301

60 Chapter 5 Setting up skillsetsNN40170-301NN40170-301CLID/DNIS Routing Table propertiesLineThe line is the line number the call comes in on. Any cal

Chapter 5 Setting up skillsets 61Intelligent Contact Center Set Up and Operation GuideTo add a CLID/DNIS Route1 Start CallPilot Manager.2 Click the Co

62 Chapter 5 Setting up skillsetsNN40170-301NN40170-301• If you want to create a rule for CLID/ANI and a rotary number, in the CLID/ANI box type the C

Chapter 5 Setting up skillsets 63Intelligent Contact Center Set Up and Operation Guide• If you want to change the priority of the call, select Change

64 Chapter 5 Setting up skillsetsNN40170-301NN40170-301To assign an agent to a skillset1 Start CallPilot Manager.2 Click the Contact Center heading.3

Chapter 5 Setting up skillsets 65Intelligent Contact Center Set Up and Operation Guide Changing an agent’s priority in a skillsetAgents can have diffe

66 Chapter 5 Setting up skillsetsNN40170-301NN40170-301Unassigning an agent from a skillsetWhen you unassign an agent from a skillset, the agent is re

Chapter 5 Setting up skillsets 67Intelligent Contact Center Set Up and Operation Guide5 Click Close to return to the Skillset List page.Enabling a ski

68 Chapter 5 Setting up skillsetsNN40170-301NN40170-3013 Click the Skillset List link.The Skillset List page appears.4 Click the Disable link for the

Chapter 5 Setting up skillsets 69Intelligent Contact Center Set Up and Operation GuideIf the DN is not available, then the agent is not logged in auto

7Intelligent Contact Center Set Up and Operation GuideContentsChapter 1Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

70 Chapter 5 Setting up skillsetsNN40170-301NN40170-3017 Select the agent and click Change.The Change SS Agent page appears.8 Select the Automatic Log

71Intelligent Contact Center Set Up and Operation GuideChapter 6Setting up skillset mailboxesAbout skillset mailboxesEach skillset has a mailbox that

72 Chapter 6 Setting up skillset mailboxesNN40170-301NN40170-301To determine a skillset’s mailbox number and Message Waiting Indication telephoneIniti

Chapter 6 Setting up skillset mailboxes 73Intelligent Contact Center Set Up and Operation GuideTo initialize a skillset mailbox1 Press ≤·°⁄.2 Log on b

74 Chapter 6 Setting up skillset mailboxesNN40170-301NN40170-301Opening a skillset mailboxYou can open an initialized skillset mailbox from:• your ext

Chapter 6 Setting up skillset mailboxes 75Intelligent Contact Center Set Up and Operation Guide• Call an Operator, receptionist or subscriber and ask

76 Chapter 6 Setting up skillset mailboxesNN40170-301NN40170-301To change a skillset mailbox passwordResetting a skillset mailbox passwordTo reset a s

Chapter 6 Setting up skillset mailboxes 77Intelligent Contact Center Set Up and Operation Guide3 Click the Reset Password link for the skillset mailbo

78 Chapter 6 Setting up skillset mailboxesNN40170-301NN40170-301To record a Primary or Alternate skillset mailbox greeting1 Press ≤·°⁄.Follow the voic

Chapter 6 Setting up skillset mailboxes 79Intelligent Contact Center Set Up and Operation GuideChoosing a Primary or Alternate skillset mailbox greeti

8 ContentsNN40170-301NN40170-301Chapter 4Setting up Contact Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41About add

80 Chapter 6 Setting up skillset mailboxesNN40170-301NN40170-301To choose a Primary or Alternate skillset mailbox greetingRecording a Personalized ski

Chapter 6 Setting up skillset mailboxes 81Intelligent Contact Center Set Up and Operation GuideIf you record a Personalized greeting, program the skil

82 Chapter 6 Setting up skillset mailboxesNN40170-301NN40170-301To record a Personalized skillset mailbox greetingDeleting a Personalized skillset mai

Chapter 6 Setting up skillset mailboxes 83Intelligent Contact Center Set Up and Operation GuideTo delete a Personalized mailbox greetingChecking skill

84 Chapter 6 Setting up skillset mailboxesNN40170-301NN40170-301• the next agent knows if the callback was successful or not• only one agent contacts

Chapter 6 Setting up skillset mailboxes 85Intelligent Contact Center Set Up and Operation GuideEnvelope‡Plays the information in the message envelope.

86 Chapter 6 Setting up skillset mailboxesNN40170-301NN40170-301Notes:1 Because the skillset mailbox has limited message storage space, delete any mes

Chapter 6 Setting up skillset mailboxes 87Intelligent Contact Center Set Up and Operation GuideRetrieving erased messagesAfter you play your messages

88 Chapter 6 Setting up skillset mailboxesNN40170-301NN40170-301After you play the erased message, you can restore it. If you end the current session

Chapter 6 Setting up skillset mailboxes 89Intelligent Contact Center Set Up and Operation GuideTo reply to an internal caller - Norstar Voice MailTo r

Contents 9Intelligent Contact Center Set Up and Operation GuideRecording skillset mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . .

90 Chapter 6 Setting up skillset mailboxesNN40170-301NN40170-301To reply to an external caller - Norstar Voice MailTo reply to an external caller - Ca

91Intelligent Contact Center Set Up and Operation GuideChapter 7Off-premise Message NotificationAbout Off-premise Message NotificationOff-premise Mess

92 Chapter 7 Off-premise Message NotificationNN40170-301NN40170-301After you set the Off-premise Message Notification parameters, Off-premise Message

Chapter 7 Off-premise Message Notification 93Intelligent Contact Center Set Up and Operation Guide• types of message you want to receive (all new mess

94 Chapter 7 Off-premise Message NotificationNN40170-301NN40170-3015 Enter the destination phone number and press OK or £. The destination phone numbe

Chapter 7 Off-premise Message Notification 95Intelligent Contact Center Set Up and Operation GuideTo set up Off-premise Message Notification to an ext

96 Chapter 7 Off-premise Message NotificationNN40170-301NN40170-301About setting up Off-premise Message Notification to a pager numberExample of a des

Chapter 7 Off-premise Message Notification 97Intelligent Contact Center Set Up and Operation Guidewhere:• £ specifies the next digits are special char

98 Chapter 7 Off-premise Message NotificationNN40170-301NN40170-3016 Press OK or £ to accept the destination pager number represented by <x>orpr

Chapter 7 Off-premise Message Notification 99Intelligent Contact Center Set Up and Operation GuideTo set up Off-premise Message Notification to more t