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Nortel Call Center Set up and Operation Guide

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Nortel Call Center Set up and Operation Guide Part No. N0008709 05 March 2008 Nortel Call Center Set Up and Operation Guide 2 Nortel Call Center Set Up and Operation Guide Copyright © 2004-2008 Nortel Networks. All Rights Reserved. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations 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 this document is proprietary to Nortel NA Inc. The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license. The software license agreement is included in this document. Trademarks Nortel 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. N0008709 05 3 Contents Chapter 1 About Nortel Call Center . 11 Basic, Enhanced and Professional Call Center . 11 Call Center features . 12 Using CallPilot call routing with Call Center . 14 Auto Attendant . 14 Custom Call Routing (CCR) . 14 Comparison of Basic, Enhanced and Professional Call Center . 15 Related documents . 18 How to get help . 19 Chapter 2 About setting up Call Center. 21 Using CallPilot Manager to set up Call Center . 21 Enabling Software Authorization Codes . 22 Installing the Call Center Reporting Application Server . 24 Notes about installing the Call Center Reporting Application Server . 25 Starting CallPilot Manager . 26 About the CallPilot Manager interface . 27 System timeout . 27 Call Center password access . 28 Setting up Call Center from a two line display telephone . 29 System timeout . 29 Using the dialpad . 30 Symbols and conventions used in this guide . 31 About telephone buttons . 31 Checking which telephone mailbox interface you use . 32 Chapter 3 Using Feature Codes . 33 Feature Codes . 33 Programming a memory button with a Feature Code . 34 Feature Codes used by Call Center Administrator and Supervisors . 35 Feature Codes used by Call Center agents . 36 Agent Feature Codes . 36 Chapter 4 Setting up Call Center agents . 37 About adding agents . 37 Agent properties . 37 Adding an agent or a supervisor . 39 Adding more than one agent . 41 Changing agent information . 43 Nortel Call Center Set Up and Operation Guide 4 Contents Resetting an agent’s password . 43 Deleting an agent . 44 Forcing an agent off . 45 Chapter 5 Setting up skillsets . 47 About skillsets . 47 How incoming calls are sent to a skillset . 47 Skillset properties . 48 Setting up or changing a skillset . 50 Setting up DID routing . 52 Setting up CLID/DNIS Routing . 53 Examples of using CLID/DNIS Routing . 53 CLID/DNIS Routing Table properties . 54 Changing a CLID/DNIS Route . 56 Assigning an agent to a skillset . 59 Dynamic Agent Priority . 59 Changing an agent’s priority in a skillset . 61 Unassiging an agent from a skillset . 62 Viewing agents in a skillset . 62 Enabling a skillset . 63 Disabling a skillset . 64 Unconfiguring a skillset . 65 Chapter 6 Setting up skillset mailboxes . 67 About skillset mailboxes . 67 Determining a skillset mailbox number . 68 Initializing a skillset mailbox . 69 Opening a skillset mailbox . 70 Opening a skillset mailbox remotely . 71 Skillset mailbox password . 72 Changing a skillset mailbox password . 72 Resetting a skillset mailbox password . 73 Recording skillset mailbox greetings . 74 Examples of Primary and Alternate greetings . 74 Choosing a Primary or Alternate skillset mailbox greeting . 76 Recording a Personalized skillset mailbox greeting . 78 Deleting a Personalized skillset mailbox greeting . 79 Checking skillset mailboxes for messages . 80 Playing skillset mailbox messages . 81 Retrieving erased messages . 84 Replying to messages . 85 Replying.
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