Avaya Call Center User Manual

Part No. P0605665 0218 September 2003Nortel Networks Call CenterSet Up and Operation Guide

10 Chapter 1 About Nortel Networks Call CenterP0605665 02Call Center featuresCall Center has many features that give your call center advanced and

100 Chapter 7 Off-premise Message NotificationP0605665 02To change the destination from phone or extension to pager1 Press ≤·°⁄.Follow the voice p

Chapter 7 Off-premise Message Notification 101Nortel Networks Call Center Set Up and Operation Guide8 Press NEXT or £ to accept the default pager

102 Chapter 7 Off-premise Message NotificationP0605665 02Deleting a destination numberIf you have more than one destination number for Off-premise

Chapter 7 Off-premise Message Notification 103Nortel Networks Call Center Set Up and Operation GuideAdding a destination numberUse this procedure

104 Chapter 7 Off-premise Message NotificationP0605665 02Turning Off-premise Message Notification on or offYou can turn Off-premise Message Notifi

105Nortel Networks Call Center Set Up and Operation GuideChapter 8Recording Call Center GreetingsAbout Call Center greetingsCall Center greetings enco

106 Chapter 8 Recording Call Center GreetingsP0605665 02Transfer greetingA transfer greeting lets a caller transfer their call.“Please press 1 to

Chapter 8 Recording Call Center Greetings 107Nortel Networks Call Center Set Up and Operation GuideRecording a Call Center greetingBefore you reco

108 Chapter 8 Recording Call Center GreetingsP0605665 024 Click the Voice link for the number of the greeting you want to record.The page you can

Chapter 8 Recording Call Center Greetings 109Nortel Networks Call Center Set Up and Operation GuideImporting a Call Center greetingIf you use Prof

Chapter 1 About Nortel Networks Call Center 11Nortel Networks Call Center Set Up and Operation GuideDynamic call priorityYou can have the priority

110 Chapter 8 Recording Call Center GreetingsP0605665 02Exporting a Call Center greetingIf you use Professional Call Center on Business Communicat

111Nortel Networks Call Center Set Up and Operation GuideChapter 9Setting up Intelligent RoutingAbout Intelligent routingIntelligent routing gives you

112 Chapter 9 Setting up Intelligent RoutingP0605665 02ModeIntelligent Overflow Routing looks at the mode the skillset is in to determine how to h

Chapter 9 Setting up Intelligent Routing 113Nortel Networks Call Center Set Up and Operation GuideExamples of Intelligent Overflow Routing rulesIn

114 Chapter 9 Setting up Intelligent RoutingP0605665 02Example 3In this example, calls to the call center go to skillset 1, which is the company h

Chapter 9 Setting up Intelligent Routing 115Nortel Networks Call Center Set Up and Operation GuideExample 5In this example, calls to the call cent

116 Chapter 9 Setting up Intelligent RoutingP0605665 02Example 6In this example, calls to the call center go to skillset 1, which is the company’s

Chapter 9 Setting up Intelligent Routing 117Nortel Networks Call Center Set Up and Operation GuideExample 8In this example, calls to the call cent

118 Chapter 9 Setting up Intelligent RoutingP0605665 02Assigning Intelligent Overflow Routing to a skillset1 Start CallPilot Manager.2 Click the C

Chapter 9 Setting up Intelligent Routing 119Nortel Networks Call Center Set Up and Operation Guide7 Select the Timer check box if you want Intelli

12 Chapter 1 About Nortel Networks Call CenterP0605665 02Using CallPilot call routing with Call CenterCallPilot is a versatile business communicat

120 Chapter 9 Setting up Intelligent RoutingP0605665 02Moving an Intelligent Overflow ruleAfter you create an Intelligent Overflow rule, you can m

Chapter 9 Setting up Intelligent Routing 121Nortel Networks Call Center Set Up and Operation GuideModifying an Intelligent Overflow Rule1 Start Ca

122 Chapter 9 Setting up Intelligent RoutingP0605665 02

123Nortel Networks Call Center Set Up and Operation GuideChapter 10Setting up Routing TablesAbout Routing TablesRouting tables determine how the syste

124 Chapter 10 Setting up Routing TablesP0605665 02As you create routing tables, each table shows whether it detects faxes.This routing table dete

Chapter 10 Setting up Routing Tables 125Nortel Networks Call Center Set Up and Operation GuideExpected Wait TimeExpected Wait Time (EWT) is a gree

126 Chapter 10 Setting up Routing TablesP0605665 02Recording EWT greetingsThe first step in setting up an EWT Table is recording EWT greetings. EW

Chapter 10 Setting up Routing Tables 127Nortel Networks Call Center Set Up and Operation GuideSetting up an EWT Table1 Click the Call Center headi

128 Chapter 10 Setting up Routing TablesP0605665 024 Click the Add button.The Wait Time Interval page appears.5 In the Wait Time Interval box ente

Chapter 10 Setting up Routing Tables 129Nortel Networks Call Center Set Up and Operation GuideDeleting an EWT TableBefore you can delete an EWT Ta

Chapter 1 About Nortel Networks Call Center 13Nortel Networks Call Center Set Up and Operation GuideA comparison of Basic and Professional Call Ce

130 Chapter 10 Setting up Routing TablesP0605665 02Changing an EWT Table1 Click the Expected Wait Time Table link.The EWT Greeting Tables page app

Chapter 10 Setting up Routing Tables 131Nortel Networks Call Center Set Up and Operation GuideAbout types of Routing Table stepsYou can add these

132 Chapter 10 Setting up Routing TablesP0605665 02Greeting step parametersYou can assign these parameters to greeting steps. If the first step in

Chapter 10 Setting up Routing Tables 133Nortel Networks Call Center Set Up and Operation GuideAdding a Greeting stepGreeting steps play a message

134 Chapter 10 Setting up Routing TablesP0605665 025 Click the Insert link.The Routing Step page appears.6 At the Step Type option, select Greetin

Chapter 10 Setting up Routing Tables 135Nortel Networks Call Center Set Up and Operation Guide8 At the Intelligent Caller Input Routing option, se

136 Chapter 10 Setting up Routing TablesP0605665 02Adding a Distribute for stepDistribute for steps put callers on hold while they wait for an age

Chapter 10 Setting up Routing Tables 137Nortel Networks Call Center Set Up and Operation GuideAdding a Goto stepGoto steps send a caller to anothe

138 Chapter 10 Setting up Routing TablesP0605665 02Adding a Transfer step1 Start CallPilot Manager.2 Click the Call Center heading.3 Click the Ski

Chapter 10 Setting up Routing Tables 139Nortel Networks Call Center Set Up and Operation GuideAdding a Disconnect stepDisconnect steps release a c

14 Chapter 1 About Nortel Networks Call CenterP0605665 02Intelligent Caller Input Routing, Advanced: the ability to route a call based on multi-di

140 Chapter 10 Setting up Routing TablesP0605665 02Assigning Routing Table hours of operationTo assign the routing table hours of operation for ea

Chapter 10 Setting up Routing Tables 141Nortel Networks Call Center Set Up and Operation Guide5 For each day of the week set the hours of operatio

142 Chapter 10 Setting up Routing TablesP0605665 02Setting the Service Mode for skillsetsYou must set the Service Mode the skillset uses so that c

Chapter 10 Setting up Routing Tables 143Nortel Networks Call Center Set Up and Operation Guide4 The display shows the Service Mode for skillset 1.

144 Chapter 10 Setting up Routing TablesP0605665 02Example of a Day Routing TableTo set up the routing table steps is shown in “Example of Day Rou

Chapter 10 Setting up Routing Tables 145Nortel Networks Call Center Set Up and Operation Guide11 In the Distribute for box enter the time 01:00.12

146 Chapter 10 Setting up Routing TablesP0605665 02Example of a Night Routing TableTo set up the routing table steps shown in “Example of Night Ro

Chapter 10 Setting up Routing Tables 147Nortel Networks Call Center Set Up and Operation GuideChanging a Routing TableYou must disable a skillset

148 Chapter 10 Setting up Routing TablesP0605665 025 Click the Modify link for the step you want to change.The Routing Step page appears.6 Make th

149Nortel Networks Call Center Set Up and Operation GuideChapter 11Creating Caller Input RulesIf you use Professional Call Center, you can create Call

Chapter 1 About Nortel Networks Call Center 15Nortel Networks Call Center Set Up and Operation GuideCall Center maximum capacitiesThe Call Center

150 Chapter 11 Creating Caller Input RulesP0605665 024 Click the Create link for the Caller Input Rules Table you want to add a rule to.The Rule T

Chapter 11 Creating Caller Input Rules 151Nortel Networks Call Center Set Up and Operation Guide8 Click the Add button.The Match Rule Setup page a

152 Chapter 11 Creating Caller Input RulesP0605665 02— if you select Line or Pool, in the Line/Pool# box type the line or line pool number used• i

Chapter 11 Creating Caller Input Rules 153Nortel Networks Call Center Set Up and Operation GuideUsing wildcard charactersYou can use the wildcard

154 Chapter 11 Creating Caller Input RulesP0605665 026 The Call Center Administrator created three rules for Rules Table 1:• rule 4709####. Custom

Chapter 11 Creating Caller Input Rules 155Nortel Networks Call Center Set Up and Operation GuideChanging a Caller Input ruleYou can change a calle

156 Chapter 11 Creating Caller Input RulesP0605665 02Changing the rule length for a Caller Input Table1 Start CallPilot Manager.2 Click the Call C

Chapter 11 Creating Caller Input Rules 157Nortel Networks Call Center Set Up and Operation GuideChanging a Caller Input Rule1 Start CallPilot Mana

158 Chapter 11 Creating Caller Input RulesP0605665 02To clear a Caller Input Rule Table1 Start CallPilot Manager.2 Click the Call Center heading.3

159Nortel Networks Call Center Set Up and Operation GuideChapter 12Line administrationBefore Call Center can answer an incoming line, you must assign

16 Chapter 1 About Nortel Networks Call CenterP0605665 02How to get helpUSA and CanadaAuthorized Distributors - Technical SupportTelephone:1-800-4

160 Chapter 12 Line administrationP0605665 02Configuring linesYou must disable a skillset and wait until there are no calls in the skillset before

Chapter 12 Line administration 161Nortel Networks Call Center Set Up and Operation GuideTo configure a line1 Start CallPilot Manager.2 Click the A

162 Chapter 12 Line administrationP0605665 02Configuring several lines1 Start CallPilot Manager.2 Click the Auto-Attendant heading.3 Click the Ch

163Nortel Networks Call Center Set Up and Operation GuideChapter 13Setting up Call Center general propertiesSetting up Call Center includes assigning

164 Chapter 13 Setting up Call Center general propertiesP0605665 024 If you want to use a Primary and an Alternate language, select the Enable Bil

Chapter 13 Setting up Call Center general properties 165Nortel Networks Call Center Set Up and Operation GuideGeneral Call Center propertiesWhen y

166 Chapter 13 Setting up Call Center general propertiesP0605665 02Master Client AddressThe Master Client Address is the address where the real ti

Chapter 13 Setting up Call Center general properties 167Nortel Networks Call Center Set Up and Operation GuideSetting up general Call Center prope

168 Chapter 13 Setting up Call Center general propertiesP0605665 029 From the Supervisor Help from options select all skillsets or agent’s skillse

Chapter 13 Setting up Call Center general properties 169Nortel Networks Call Center Set Up and Operation GuideSystem Configuration ReportThe Syste

17Nortel Networks Call Center Set Up and Operation GuideChapter 2About setting up Call CenterYou can set up Call Center using a display telephone on y

170 Chapter 13 Setting up Call Center general propertiesP0605665 02To generate the System Configuration Report1 Start CallPilot Manger.2 Click the

171Nortel Networks Call Center Set Up and Operation GuideChapter 14Monitoring Call Center call activityMonitoring call activityThere are two ways that

172 Chapter 14 Monitoring Call Center call activityP0605665 02Using Silent Monitor with Answer DNIf you have an Answer DN programmed for your main

Chapter 14 Monitoring Call Center call activity 173Nortel Networks Call Center Set Up and Operation GuideLogging on and monitoring agent callsYou

174 Chapter 14 Monitoring Call Center call activityP0605665 0214 If you want to join the call, press JOIN.You can press MUTE to mute your voice wh

Chapter 14 Monitoring Call Center call activity 175Nortel Networks Call Center Set Up and Operation GuideAbout monitoring sessionsReceiving a call

176 Chapter 14 Monitoring Call Center call activityP0605665 02Monitoring skillsetsUse ≤·‚· (Display Waiting Calls) to view information about skill

Chapter 14 Monitoring Call Center call activity 177Nortel Networks Call Center Set Up and Operation GuideAn example of monitoring skillsetsIn the

178 Chapter 14 Monitoring Call Center call activityP0605665 02Taking some Not Ready timeIf you use ≤·‚° (Not Ready), you do not receive Call Cente

Chapter 14 Monitoring Call Center call activity 179Nortel Networks Call Center Set Up and Operation GuideLogging offLog off when you complete your

18 Chapter 2 About setting up Call CenterP0605665 02Enabling Software Authorization CodesYou enable software authorization codes to install Call C

180 Chapter 14 Monitoring Call Center call activityP0605665 02Supervisor HelpWith Supervisor Help an agent on a call can request help from a super

Chapter 14 Monitoring Call Center call activity 181Nortel Networks Call Center Set Up and Operation GuideIf the supervisor denies or ignores a hel

182 Chapter 14 Monitoring Call Center call activityP0605665 02Configuring Supervisor HelpTo set up Supervisor Help you must configure the general

Chapter 14 Monitoring Call Center call activity 183Nortel Networks Call Center Set Up and Operation GuideHow to handle missed requestsWhen a super

184 Chapter 14 Monitoring Call Center call activityP0605665 02

185Nortel Networks Call Center Set Up and Operation GuideChapter 15Tips for operating Call CenterThis chapter provides tips to improve the operation o

186 Chapter 15 Tips for operating Call CenterP0605665 02Routing Table administration• Use Forced Play greetings sparingly. If you use Forced greet

Chapter 15 Tips for operating Call Center 187Nortel Networks Call Center Set Up and Operation GuideHow to calculate the longest time a caller can

188 Chapter 15 Tips for operating Call CenterP0605665 02Tips to improve the efficiency of Call CenterPlan for busy times:• when you assign agents

189Nortel Networks Call Center Set Up and Operation GuideChapter 16Troubleshooting Call CenterThis chapter contains troubleshooting information for pr

Chapter 2 About setting up Call Center 19Nortel Networks Call Center Set Up and Operation GuideTo enable a software authorization code for CallPil

190 Chapter 16 Troubleshooting Call CenterP0605665 02To reset the Operator password using a phoneResetting the Call Center Administrator passwordY

Chapter 16 Troubleshooting Call Center 191Nortel Networks Call Center Set Up and Operation GuideAgent problemsAgent log on problemsIf an agent can

192 Chapter 16 Troubleshooting Call CenterP0605665 02Do Not DisturbInstead of using Do Not Disturb, agents must use the Not Ready Feature Code (≤·

Chapter 16 Troubleshooting Call Center 193Nortel Networks Call Center Set Up and Operation GuideSkillset problemsProblems enabling skillsetsMake s

194 Chapter 16 Troubleshooting Call CenterP0605665 02Call processing problemsTo achieve the most efficient use of your call center, make sure you

195Nortel Networks Call Center Set Up and Operation GuideChapter 17Call Center Programming RecordFor this programming task see on pageRecord the Featu

196 Chapter 17 Call Center Programming RecordP0605665 02Feature CodesGeneral Call Center propertiesOperator/Business StatusFeature code name Dialpad b

Chapter 17 Call Center Programming Record 197Nortel Networks Call Center Set Up and Operation GuideCall Center skillsetsSkillset parameterRules Defaul

198 Chapter 17 Call Center Programming RecordP0605665 02Call Center GreetingsGreeting numberGreeting information

Chapter 17 Call Center Programming Record 199Nortel Networks Call Center Set Up and Operation GuideIntelligent Overflow RoutingSkillset:Service Mode(c

2P0605665 02Nortel Networks Call Center Set Up and Operation GuideCopyright © 2003 Nortel NetworksAll rights reserved. 2003.The information in this do

20 Chapter 2 About setting up Call CenterP0605665 02To start CallPilot Manager on Business Communications Manager1 Point your web browser to https

200 Chapter 17 Call Center Programming RecordP0605665 02Call Center agentsAgent IDand typeAgent name Supervisor statusY/NNames and #s of skillsets age

Chapter 17 Call Center Programming Record 201Nortel Networks Call Center Set Up and Operation GuideSkillset assignmentsSkillset name and # Agent ID an

202 Chapter 17 Call Center Programming RecordP0605665 02Skillset mailboxesSkillset # Mailbox name Mailbox number (Control DN)MWI extension Mailbox pas

Chapter 17 Call Center Programming Record 203Nortel Networks Call Center Set Up and Operation GuideRouting TablesSkillset # _______________

204 Chapter 17 Call Center Programming RecordP0605665 02Caller Input RulesRule table # _______________ Length: Fixed _______________

Chapter 17 Call Center Programming Record 205Nortel Networks Call Center Set Up and Operation GuideIntelligent CLID/DNIS RoutingType of call: Line, Vo

206 Chapter 17 Call Center Programming RecordP0605665 02Line answeringLine # Skillset # # of rings (0 to 12) for Caller ID minimum 2 ringsExpected Wai

207Nortel Networks Call Center Set Up and Operation GuideGlossaryAASee Automated Attendant.AgentAn agent is a person who is assigned to answer calls f

208 GlossaryP0605665 02CDNSee Control Directory Number.Call CenterCall Center receives, holds and routes calls to agents in a call center.call cent

Glossary 209Nortel Networks Call Center Set Up and Operation GuideClass of ServiceThe Class of Service defines the values for mailboxes.Control Dir

Chapter 2 About setting up Call Center 21Nortel Networks Call Center Set Up and Operation GuideAbout the CallPilot Manager interfaceSystem timeout

210 GlossaryP0605665 02Greeting TableThe Greeting Table determines which recorded greeting is played and which line is answered according to the ti

Glossary 211Nortel Networks Call Center Set Up and Operation GuideMessage Waiting Indication extension (MWI extension or MWI DN)For each skillset m

212 GlossaryP0605665 02Routing TableRouting Tables handle incoming calls for each skillset. A Routing Table determines the order of greetings and h

Nortel Networks Call Center Set Up and Operation Guide213IndexNumerics24 Hour Service mode, skillset 112AAddingagents to a skillset 51agents to Ca

214 IndexP0605665 02Character limitfor Off-premise Message Notification destination number 89, 90, 92, 101Checking the telephone mailbox interfac

Index 215Nortel Networks Call Center Set Up and Operation GuideHHighest priority call 186Hoursoperation for a skillset 140Routing Tables 123H

216 IndexP0605665 02Night mode, skillset 112Night Routing Table, example 146Norstar Voice Mail mailbox interface 26Notification, Off-premise

Index 217Nortel Networks Call Center Set Up and Operation GuideRouting Table stepsDisconnect 131Distribute for 131Greeting 131Transfer 131R

218 IndexP0605665 02TimePrimary alert time-limit 165Secondary alert 165TimeoutCallPilot Manager 21telephone 23Tipsagent administration 18

22 Chapter 2 About setting up Call CenterP0605665 02Call Center password accessIf you want to limit access to CallPilot Manager, you can create or

Chapter 2 About setting up Call Center 23Nortel Networks Call Center Set Up and Operation GuideSetting up Call Center from a two line display tele

24 Chapter 2 About setting up Call CenterP0605665 02Using the dialpadThe buttons on your display telephone dialpad act as both numbers and letters

Chapter 2 About setting up Call Center 25Nortel Networks Call Center Set Up and Operation GuideSymbols and conventions used in this guideThese con

26 Chapter 2 About setting up Call CenterP0605665 02Checking which telephone mailbox interface you useCallPilot supports two interfaces: Norstar V

27Nortel Networks Call Center Set Up and Operation GuideChapter 3Using Feature CodesYou use Feature Codes to perform Call Center functions on your tel

28 Chapter 3 Using Feature CodesP0605665 02Programming a memory button with a Feature CodeEach Feature Code can be programmed to a memory button.

Chapter 3 Using Feature Codes 29Nortel Networks Call Center Set Up and Operation GuideFeature Codes used by Call Center Administrator and Supervis

3Nortel Networks Call Center Set Up and Operation GuideContentsChapter 1About Nortel Networks Call Center . . . . . . . . . . . . . . . . . . . . . .

30 Chapter 3 Using Feature CodesP0605665 02Feature Codes used by Call Center agentsIf you have Custom Feature Codes, record them in the table “Fea

31Nortel Networks Call Center Set Up and Operation GuideChapter 4Setting up Call Center agentsAgents handle the calls in your call center. Supervisors

32 Chapter 4 Setting up Call Center agentsP0605665 02In addition to these agent properties, if you use Professional Call Center you can assign age

Chapter 4 Setting up Call Center agents 33Nortel Networks Call Center Set Up and Operation GuideAdding an agent or a supervisorYou can use the tab

34 Chapter 4 Setting up Call Center agentsP0605665 02Adding more than one agentYou can save time by adding more than one agent at a time. When you

Chapter 4 Setting up Call Center agents 35Nortel Networks Call Center Set Up and Operation GuideChanging agent informationYou can change an agent’

36 Chapter 4 Setting up Call Center agentsP0605665 02Deleting an agentDeleting an agent removes the agent from Call Center. The agent is removed f

Chapter 4 Setting up Call Center agents 37Nortel Networks Call Center Set Up and Operation GuideForcing an agent offAgents usually log out when th

38 Chapter 4 Setting up Call Center agentsP0605665 02

39Nortel Networks Call Center Set Up and Operation GuideChapter 5Setting up skillsetsAbout skillsetsCall Center skillsets answer and distribute calls

4 ContentsP0605665 02Chapter 5Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Abou

40 Chapter 5 Setting up skillsetsP0605665 02Skillset propertiesSkillsetThe number between 1 and 50 that is assigned to the skillset.Control DNThe

Chapter 5 Setting up skillsets 41Nortel Networks Call Center Set Up and Operation GuideYou can use B2 CDNs if:• you use a CallPilot 150 platform.

42 Chapter 5 Setting up skillsetsP0605665 02MWI DN(Message Waiting Indication extension)The Message Waiting Indication extension is an optional ph

Chapter 5 Setting up skillsets 43Nortel Networks Call Center Set Up and Operation GuideSetting up or changing a skillsetYou can record skillset pr

44 Chapter 5 Setting up skillsetsP0605665 026 In the Name box type the name for this skillset. The skillset name can be a maximum of 16 characters

Chapter 5 Setting up skillsets 45Nortel Networks Call Center Set Up and Operation GuideSetting up DID routingYou can route calls based on their Di

46 Chapter 5 Setting up skillsetsP0605665 02Setting up CLID/DNIS RoutingIf you use Professional Call Center you can set up CLID/DNIS Routing Table

Chapter 5 Setting up skillsets 47Nortel Networks Call Center Set Up and Operation GuideCLID/DNIS Routing Table propertiesLineThe line is the line

48 Chapter 5 Setting up skillsetsP0605665 02Adding a CLID/DNIS Route1 Start CallPilot Manager.2 Click the Call Center heading.3 Click the CLID/DNI

Chapter 5 Setting up skillsets 49Nortel Networks Call Center Set Up and Operation Guide• If you have Multimedia Call Center enabled and you want t

Contents 5Nortel Networks Call Center Set Up and Operation GuideChapter 7Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . .

50 Chapter 5 Setting up skillsetsP0605665 02Deleting a CLID/DNIS Route1 Start CallPilot Manager.2 Click the Call Center heading.3 Click the CLID/D

Chapter 5 Setting up skillsets 51Nortel Networks Call Center Set Up and Operation GuideAssigning an agent to a skillsetYou can assign an agent to

52 Chapter 5 Setting up skillsetsP0605665 025 Click the Assign button.The Assign Agents page appears with the available agents displayed.6 Click t

Chapter 5 Setting up skillsets 53Nortel Networks Call Center Set Up and Operation GuideChanging an agent’s priority in a skillsetIf you use Call C

54 Chapter 5 Setting up skillsetsP0605665 02Unassiging an agent from a skillsetWhen you unassign an agent from a skillset, the agent is removed fr

Chapter 5 Setting up skillsets 55Nortel Networks Call Center Set Up and Operation GuideViewing agents in a skillset1 Start CallPilot Manager.2 Cli

56 Chapter 5 Setting up skillsetsP0605665 02Enabling a skillsetAfter you set up a skillset, the skillset is disabled until you enable it.Before yo

Chapter 5 Setting up skillsets 57Nortel Networks Call Center Set Up and Operation GuideDisabling a skillsetYou must disable a skillset if you want

58 Chapter 5 Setting up skillsetsP0605665 02Unconfiguring a skillsetYou must disable a skillset if you want to change the skillset properties or a

59Nortel Networks Call Center Set Up and Operation GuideChapter 6Setting up skillset mailboxesAbout skillset mailboxesEach skillset has a mailbox that

6 ContentsP0605665 02Adding a Goto step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137Adding a

60 Chapter 6 Setting up skillset mailboxesP0605665 02Determining a skillset mailbox numberYou must know a skillset mailbox number before you can s

Chapter 6 Setting up skillset mailboxes 61Nortel Networks Call Center Set Up and Operation GuideInitializing a skillset mailboxYou must initialize

62 Chapter 6 Setting up skillset mailboxesP0605665 02Opening a skillset mailboxYou can open an initialized skillset mailbox from:• your extension•

Chapter 6 Setting up skillset mailboxes 63Nortel Networks Call Center Set Up and Operation GuideOpening a skillset mailbox remotelyTo open a skill

64 Chapter 6 Setting up skillset mailboxesP0605665 02Skillset mailbox passwordTo decrease the chances of unauthorized access to a skillset mailbox

Chapter 6 Setting up skillset mailboxes 65Nortel Networks Call Center Set Up and Operation GuideResetting a skillset mailbox passwordTo reset a sk

66 Chapter 6 Setting up skillset mailboxesP0605665 02Recording skillset mailbox greetingsAfter you initialize a skillset mailbox, record the greet

Chapter 6 Setting up skillset mailboxes 67Nortel Networks Call Center Set Up and Operation GuideTo record a Primary or Alternate skillset mailbox

68 Chapter 6 Setting up skillset mailboxesP0605665 02Choosing a Primary or Alternate skillset mailbox greetingIf you record a Primary and an Alter

Chapter 6 Setting up skillset mailboxes 69Nortel Networks Call Center Set Up and Operation Guide6 If you choose the Alternate mailbox greeting, yo

Contents 7Nortel Networks Call Center Set Up and Operation GuideUsing Silent Monitor with Answer DN . . . . . . . . . . . . . . . . . . . . . . .

70 Chapter 6 Setting up skillset mailboxesP0605665 02Recording a Personalized skillset mailbox greetingIf your call center subscribes to Caller ID

Chapter 6 Setting up skillset mailboxes 71Nortel Networks Call Center Set Up and Operation GuideDeleting a Personalized skillset mailbox greetingI

72 Chapter 6 Setting up skillset mailboxesP0605665 02Checking skillset mailboxes for messagesFrequently check the skillset mailboxes for messages.

Chapter 6 Setting up skillset mailboxes 73Nortel Networks Call Center Set Up and Operation GuidePlaying skillset mailbox messagesUse the procedure

74 Chapter 6 Setting up skillset mailboxesP0605665 02Notes:1 Because the skillset mailbox has limited message storage space, delete any messages y

Chapter 6 Setting up skillset mailboxes 75Nortel Networks Call Center Set Up and Operation Guide2 You can retrieve a deleted message only if you h

76 Chapter 6 Setting up skillset mailboxesP0605665 02Retrieving erased messagesAfter you play your messages and end your skillset mailbox session,

Chapter 6 Setting up skillset mailboxes 77Nortel Networks Call Center Set Up and Operation GuideReplying to messagesYou can reply to internal and

78 Chapter 6 Setting up skillset mailboxesP0605665 02To reply to an internal caller - CallPilot1 Press ≤·°⁄Follow the voice prompts or the display

Chapter 6 Setting up skillset mailboxes 79Nortel Networks Call Center Set Up and Operation GuideReplying to an external callerYou can reply to an

8 ContentsP0605665 02Chapter 17Call Center Programming Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195Feature Codes . .

80 Chapter 6 Setting up skillset mailboxesP0605665 02

81Nortel Networks Call Center Set Up and Operation GuideChapter 7Off-premise Message NotificationAbout Off-premise Message NotificationOff-premise Mes

82 Chapter 7 Off-premise Message NotificationP0605665 02Assigning an outdial method to a skillset mailboxThe outdial method determines which line,

Chapter 7 Off-premise Message Notification 83Nortel Networks Call Center Set Up and Operation GuideOff-premise Message Notification parametersYou

84 Chapter 7 Off-premise Message NotificationP0605665 02Setting up Off-premise Message NotificationFollow these instructions if you have not set u

Chapter 7 Off-premise Message Notification 85Nortel Networks Call Center Set Up and Operation Guide6 Press OK or £ to accept the destination phone

86 Chapter 7 Off-premise Message NotificationP0605665 0216 Press OK or £ if you want to be notified when the skillset mailbox receives a new messa

Chapter 7 Off-premise Message Notification 87Nortel Networks Call Center Set Up and Operation GuideTo set up Off-premise Message Notification to a

88 Chapter 7 Off-premise Message NotificationP0605665 0211 Press AM or ⁄orPM or ¤.12 Press OK or £ to accept the stop time.13 Press YES or ⁄ if yo

Chapter 7 Off-premise Message Notification 89Nortel Networks Call Center Set Up and Operation GuideAbout setting up Off-premise Message Notificati

9Nortel Networks Call Center Set Up and Operation GuideChapter 1About Nortel Networks Call CenterThis guide leads a Call Center Administrator or a Sys

90 Chapter 7 Off-premise Message NotificationP0605665 023 Press ADMIN or ⁄ to set up Off-premise Message Notification.4 Press PAGER or ‹ to select

Chapter 7 Off-premise Message Notification 91Nortel Networks Call Center Set Up and Operation GuideTo set up Off-premise Message Notification to m

92 Chapter 7 Off-premise Message NotificationP0605665 029 Press OK or £ to accept the start time.10 Enter the time when Off-premise Message Notifi

Chapter 7 Off-premise Message Notification 93Nortel Networks Call Center Set Up and Operation Guide21 Press NEXT or £ to accept the start time tha

94 Chapter 7 Off-premise Message NotificationP0605665 02Changing Off-premise Message NotificationYou can change the parameters and destinations fo

Chapter 7 Off-premise Message Notification 95Nortel Networks Call Center Set Up and Operation Guide6 Press CHNG or ⁄ to change the start timeorpre

96 Chapter 7 Off-premise Message NotificationP0605665 02To change the destination from phone to another destination1 Press ≤·°⁄.Follow the voice p

Chapter 7 Off-premise Message Notification 97Nortel Networks Call Center Set Up and Operation Guide10 Press CHNG or ⁄ to change the start timeorpr

98 Chapter 7 Off-premise Message NotificationP0605665 02To change the destination from pager to phone or extension1 Press ≤·°⁄.Follow the voice pr

Chapter 7 Off-premise Message Notification 99Nortel Networks Call Center Set Up and Operation Guide9 Press CHNG or ⁄ to change the start timeorpre