Transcription

Returnto MenuPart No. P0919436 03Nortel Networks Call CenterSet Up and Operation Guide

2Nortel Networks Call Center Set Upand Operation GuideCopyright 2002 Nortel NetworksAll rights reserved. 2002.The information in this document is subject to change without notice. The statements, configurations, technical data, andrecommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty.Users must take full responsibility for their applications of any products specified in this document. The information in thisdocument is proprietary to Nortel Networks NA Inc.The software described in this document is furnished under a license agreement and may be used only in accordance with the termsof that license. The software license agreement is included in this document.TrademarksNORTEL NETWORKS is a trademark of Nortel Networks.Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.All other trademarks and registered trademarks are the property of their respective owners.P0919436 03

Contents3ContentsChapter 1About Nortel Networks Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Professional and Basic Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Call Center features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Using Call Center with CallPilot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Custom Call Routing (CCR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12A comparison of Basic and Professional Call Center . . . . . . . . . . . . . . . . . . . . . . . . . 13Call Center maximum capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Chapter 2About setting up Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Using CallPilot Manager to set up Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17About the CallPilot Manager interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Call Center password access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Setting up Call Center from a two line display telephone . . . . . . . . . . . . . . . . . . . . . . 21System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Checking which telephone mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . 24Chapter 3Using Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Programming a memory button with a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . 26Feature Codes used by the Call Center Administrator . . . . . . . . . . . . . . . . . . . . . . . . 27Feature Codes used by Call Center agents and supervisors . . . . . . . . . . . . . . . . . . . 28Agent Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Nortel Networks Call Center Set Up and Operation Guide

4ContentsChapter 4Setting up Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29About adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Adding an agent or a supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Adding more than one agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Changing agent information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Resetting an agent’s password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Deleting an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Logging an agent off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Chapter 5Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37About skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37How incoming calls are sent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Setting up or changing a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Setting up DID routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Setting up CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Examples of using CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43CLID/DNIS Routing Table properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Changing a CLID/DNIS Route . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Assigning an agent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Dynamic Agent Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Changing an agent’s priority in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Removing an agent from a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Viewing agents in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Enabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Disabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Unconfiguring a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Chapter 6Setting up skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55About skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Determining a skillset mailbox number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56Initializing a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Opening a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Opening a skillset mailbox remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59Skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Changing a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Resetting a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Recording skillset mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62P0919436 03

Contents5Examples of Primary and Alternate greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Choosing a Primary or Alternate skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . 64Recording a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Deleting a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Checking skillset mailboxes for messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Playing skillset mailbox messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Replying to an internal caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Replying to an external caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Chapter 7Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Assigning an outdial method to a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80About setting up Off-premise Message Notification to a pager number . . . . . . . . 85Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . 100Chapter 8Recording Call Center Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101About Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Types of Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Recording a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103Importing a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Exporting a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Chapter 9Setting up Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107About Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107About Intelligent routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108Examples of Intelligent Overflow Routing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110Assigning Intelligent Overflow Routing to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . 114Moving an Intelligent Overflow rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116Modifying an Intelligent Overflow Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Deleting an Intelligent Overflow Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Day and Night Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118Nortel Networks Call Center Set Up and Operation Guide

6ContentsFax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118About types of Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119Greeting step parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120Adding a Greeting step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Adding a Distribute for step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124Adding a Goto step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125Adding a Transfer step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126Adding a Disconnect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127Assigning Routing Table hours of operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Setting the Service Mode for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130Example of a Day Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132Example of a Night Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134Changing a Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135Reviewing Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135Modifying Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135Deleting Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136Creating Caller Input Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137Using wildcard characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140An example of using Intelligent Caller Routing, Advanced . . . . . . . . . . . . . . . . . 140Changing a Caller Input rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142Deleting a Caller Input rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143Clearing a Caller Input Rule Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143Chapter 10Line administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145Configuring lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145Configuring several lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147Setting the Answer Lines status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148Chapter 11Setting up Call Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . 149Assigning the Call Center language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149General Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151Primary and Secondary alert times . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151Reserved channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152Master Client Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152Setting up general Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153System Configuration Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154Enabling Software Authorization Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156P0919436 03

Contents7Chapter 12Monitoring Call Center call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159Using Display Waiting Calls to monitor call activity . . . . . . . . . . . . . . . . . . . . . . . . . . 160Chapter 13Tips for operating Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161Agent administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Skillset administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Routing Table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Call Center general parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .How to calculate the longest time a caller can be on hold . . . . . . . . . . . . . . . . . . . . .Tips to improve the efficiency of Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .161161161162162163164Chapter 14Troubleshooting Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Resetting the Call Center Administrator password . . . . . . . . . . . . . . . . . . . . . . .Agent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Agent log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Features that logged on agents must not use . . . . . . . . . . . . . . . . . . . . . . . . . . .Skillset problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Problems enabling skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Problems changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Problems viewing skillset settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Call processing problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .165165166167167167169169169169170Chapter 15Call Center Programming Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172General Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172Operator/Business Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172Call Center skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175Skillset assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176Skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178Caller Input Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179Intelligent CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180Line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189Nortel Networks Call Center Set Up and Operation Guide

8ContentsP0919436 03

9Chapter 1About Nortel Networks Call CenterThis guide leads a Call Center Administrator or a System Administrator through setting up andoperating Call Center, and is an ongoing reference.Call Center is an application that handles incoming calls as efficiently and economically aspossible. Call Center answers calls, then routes the calls to agents in a skillset that most closelymatches the needs of the caller. Calls can be routed based on the origin of the call, the destinationof the call, or the information entered by the caller. Callers can be given high or low priorities.Callers can overflow to different groups or skillsets of agents, transfer out of the system, leave amessage, and hear announcements or informative messages.You set up and operate Call Center through CallPilot Manager, the web-based interface, and froma telephone. If you use the CallPilot 150 system you can set up and administer some Call Centerfunctionality from a two line display telephone.Professional and Basic Call CenterBasic Call Center and Professional Call Center are available. The table “A comparison of Basicand Professional Call Center” on page 13 shows the differences between them. You can use BasicCall Center on a CallPilot 150 system. You can use Basic or Professional Call Center on aBusiness Communications Manager 2.5 system.Nortel Networks Call Center Set Up and Operation Guide

10Chapter 1 About Nortel Networks Call CenterCall Center featuresCall Center has many features that give your call center advanced and flexible call handling.Intelligent RoutingIntelligent Routing gives you advanced methods for routing calls throughyour call center. How calls are directed is based on various inputconditions.Intelligent CLID/DNIS Routing: is the ability to route calls according to CLID/ANI, DNIS, ISDN CallingNumber is applied when calls first enters the Call Center is available if you use Professional Call CenterIntelligent Caller Input Routing, Basic: is the ability to route calls to the Automated Attendant, a Custom CallRouting (CCR) Tree, the operator or a skillset mailbox routing is applied when the caller presses a telephone button inresponse to instructions played in a greetingIntelligent Caller Input Routing, Advanced: includes the Basic capabilities plus the ability to create rules that routecalls to other skillsets and locations depending on the caller input is available if you use Professional Call CenterIntelligent Overflow Routing: routes calls to an extension, a mailbox, an external phone number, theAutomated Attendant, a skillset mailbox or a CCR Tree lets you change the priority of the call is available if you use the Business Communications Manager 2.5systemFlexible routing stepsYou can assign these routing steps to Day and Night Routing Tables,Overflow and Advanced Call Input Routing: transfer to a mailbox transfer to an extension Transfer to an external telephone number Transfer to the Automated Attendant Transfer to an operator Transfer to a skillset mailbox Transfer to a CCR TreeAgent priority anddynamic agent priorityYou can assign agents a priority that represents their level of expertise.You can assign an agent a priority between 1 and 20, where 1 is thehighest priority.If you use Call Center Professional you can assign agents different prioritylevels depending on the skillset they are logged on to.Choice of call presentationsYou can a assign agents forced calls, or let agents answer calls manually.Dynamic call priorityYou can have the priority of a call changed in the Intelligent CLID/DNISRouting table, the Intelligent Caller Input Routing Table and the IntelligentOverflow Routing table.P0919436 03

Chapter 1 About Nortel Networks Call Center11Delegated access to CallCenterYou or the System Administrator can create a password to give asupervisor access to Call Center administration.Multimedia Call CenterIf you have Multimedia Call Center enabled, agents can have multimediasessions with callers. Callers click an HTML voice button icon to connect tothe call center.CallPilot ManagerCallPilot Manager is a web-based interface you can use to administerCallPilot and Call Center.Call monitoringAgents can monitor the call activity in the skillsets they are logged on to.You and supervisors can monitor the call activity per skillset or on a systemwide basis.Call Center ReportingYou can generate the System Configuration report to view Call Centersettings.If you have Call Center Reporting enabled, you can view real time statisticsand comprehensive management information about the day-to-dayperformance of your call center.Nortel Networks Call Center Set Up and Operation Guide

12Chapter 1 About Nortel Networks Call CenterUsing Call Center with CallPilotCallPilot has two powerful call routing features: Automated Attendant (AA) and Custom CallRouting (CCR). These features route incoming calls to telephones and voice mailboxes. Thesefeatures can also route calls to Call Center skillsets.Automated AttendantThe Automated Attendant answers incoming calls and presents callers with a greeting. After thegreeting, the Automated Attendant Menu offers callers a range of options that they can select usingthe dialpad of their telephone. Using these options, callers can transfer themselves from theAutomated Attendant to a skillset by entering the Control DN of the skillset.Note: Include the number of the Control DN in your Automated Attendant Greeting.For information about how to configure the Automated Attendant, refer to the CallPilot Set Upand Operation Guide.Custom Call Routing (CCR)With CCR you can replace the Automated Attendant menu with an expanded menu that caninclude several sub-menus to offer callers a wider range of options. You can give callers access toa Call Center skillset by adding an internal transfer that transfers the caller to the Control DN ofthe skillset.For more information about transfers and CCR, refer to the CallPilot Manager Set Up andOperation Guide.P0919436 03

Chapter 1 About Nortel Networks Call Center13A comparison of Basic and Professional Call CenterFeaturesBasic Call Center forCallPilot 150Professional Call Centerfor BusinessCommunicationsManager 2.5Basic Call Center forBusinessCommunicationsManager 2.5Number of skillsets2502Number of configured agents(available agent IDs)2025020Number of agent priority levels202020Not available20Not availableNumber of active agents108010Number of active calls in allskillsets1510015Maximum number of active callsper skillset1510015Number of lines that can beconfigured for Call Center1510015Number of voice ports (sharedwith CallPilot or dedicated)81616Number of routing tables perskillset222Number of greetings1015010Number of steps per routingtable202020Number of overflow rules perskillset202020Number of skillset mailboxes2502Number of supervisors101610Supervisor functionality,including call monitoringAvailableAvailableAvailableIntelligent Caller Input Routing,Basic: the ability to route a callto an Operator, AutomatedAttendant, skillset mailbox,CCR Tree or internal or nt Caller Input Routing,Advanced: the ability to route acall based on multi-digit fixed orvariable stringsNot availableAvailableNot availableDynamic agent priority levelsNortel Networks Call Center Set Up and Operation Guide

14Chapter 1 About Nortel Networks Call CenterFeaturesBasic Call Center forCallPilot 150Professional Call Centerfor BusinessCommunicationsManager 2.5Basic Call Center forBusinessCommunicationsManager 2.5Delegated Call CenterAdministration: the SystemAdministrator can create apassword to give a Call CenterAdministrator or supervisoraccess to Call telligent Overflow Routing:rules you create to overflow,change the priority of, and movecalls to multiple skillsets, askillset mailbox, an internal orexternal number, a mailbox, theAutomated Attendant or anoperator.AvailableAvailableAvailableNot availableAvailableAvailableOverflow rules per skillset202020Overflow skillsets1491Day of Week Service: youspecify the start and end timesfor the day and night skillset foreach day of the weekAvailableAvailableAvailableLimited Feature 983 telephoneadministrationAvailableNot availableNot availableCallPilot ManagerAvailableAvailableAvailableIntelligent CLID/DNIS RoutingCall Center ReportingP0919436 03Enabled with optionalSoftware AuthorizationCodeAvailableEnabled with optionalSoftware AuthorizationCode

Chapter 1 About Nortel Networks Call Center15Call Center maximum capacitiesThe Call Center maximum configuration limits are: 80 active agents100 configured lines50 skillsets48 maximum simultaneous incoming calls; up to 24 of these can be VoIP trunksNote: We recommend that you do not configure more than 48 lines; up to 24 ofthese can be

Call Center has many features that give your call center advanced and flexible call handling. Intelligent Routing Intelligent Routing gives you adv