Nortel Express User manual

Nortel Symposium Express Call Center
Call Center Management Guide
Product release 4.2 Standard 2.0 March 2005
297-2183-917

Nortel Symposium Express Call Center
Call Center Management Guide
Publication number: 297-2183-917
Product release: 4.2
Document release: Standard 2.0
Date: March 2005
Copyright © 2005 Nortel Networks, All Rights Reserved
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Symposium
Express Call Center is proprietary to Nortel Networks. Any other use of the data and the
transmission process is a violation of the user license unless specifically authorized in writing by
Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this
process or the related hardware constitutes grounds for an immediate termination of the license and
Nortel Networks reserves the right to seek all allowable remedies for such breach.
*Nortel, Nortel (logo), the Globemark, and This is the Way, This is Nortel (design mark), CallPilot,
DMS, DMS-100, DMS-250, DMS-MTX, DPN, Dualmode, Helmsman, IVR, MAP, Meridian, Meridian
1, Meridian Mail, Norstar, Optivity, SL-1, SL-100, Supernode, and Symposium are trademarks of
Nortel Networks.
ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-DOS,
POWERPOINT, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft
Corporation.
CRYSTAL REPORTS is a trademark of Seagate Software, Inc.
SYBASE is a trademark of Sybase, Inc.
PCANYWHERE is a trademark of Symantec Corporation.

Call Center Management Guide v
Publication history
March 2005 This is the Standard 2.0 version of the Nortel Symposium
Express Call Center Call Center Management Guide for
Release 4.2.
April 2003 This is the Standard 1.0 version of the Nortel Networks
Symposium Express Call Center Call Center Management
Guide for Release 4.2.

vi Symposium Express Call Center
Publication history Standard 2.0

Call Center Management Guide vii
Contents
1Getting started 11
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Section A: About call centers 15
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Call center objectives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Switching and routing concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Networking and Symposium Express Call Center . . . . . . . . . . . . . . . . . . . . . 24
How skillset priorities affect call routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Symposium Express Call Center components . . . . . . . . . . . . . . . . . . . . . . . . 31
Section B: Connecting to the server 37
Configuring the server for the switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Logging on to the Symposium Express Call Center server . . . . . . . . . . . . . . 39
Exploring the Administration window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Creating a desktop shortcut. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
2Managing call presentation 45
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Adding call presentation classes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Changing call presentation class properties . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Printing, previewing, and exporting a list of call presentation classes. . . . . . 52
Deleting call presentation classes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
3Managing users 55
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Section A: User administration 57
User types in Symposium Express Call Center . . . . . . . . . . . . . . . . . . . . . . . 58
Resetting desktop passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Changing desktop passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Section B: Configuring users 65
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Adding supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

viii Symposium Express Call Center
Contents Standard 2.0
Changing user properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Deleting users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
4Configuring skillsets 77
Section A: Using skillsets 79
About skillsets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Skill-based routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Section B: Adding and deleting skillsets 83
Adding skillsets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Deleting skillsets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Section C: Configuring agent to skillset assignments 87
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Configuring agent to skillset assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
5Configuring Voice Services 93
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Types of Voice Services treatments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Configuring a transfer to a DN treatment . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Configuring a comfort message treatment . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Configuring a prompt/collect digits treatment . . . . . . . . . . . . . . . . . . . . . . . 106
Configuring a voice menu treatment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Configuring additional voice menu treatments. . . . . . . . . . . . . . . . . . . . . . . 122
Using prompt/collect digits treatments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
6Configuring call treatments and call routing 131
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Section A: Configuring call treatments 141
Adding call treatments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Configuring emergency treatment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Activating the emergency state. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Section B: Configuring call routing 159
How call routing works. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Planning call routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Configuring call routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Call Center Management Guide ix
March 2005 Contents
7Configuring switch resources 171
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Section A: Working with CDNs 175
Overview of CDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Adding CDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Acquiring and deacquiring CDNs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Other procedures for CDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Section B: Working with phonesets 181
Overview of phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Adding phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Acquiring and deacquiring phonesets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Other procedures for phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Section C: Working with activity codes 189
Overview of activity codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Adding activity codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Other procedures for activity codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Section D: Working with DNISs 195
Overview of DNISs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Adding DNISs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Other procedures for DNISs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
8Using the Alarm Monitor 201
About the Alarm Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Clearing active alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
9Performing backups 207
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
AAgent phoneset keys 211
Display Waiting Calls key/lamp . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Unsupported agent phoneset keys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
BCall-flow examples 219
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Call-flow examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

x Symposium Express Call Center
Contents Standard 2.0
CReserved words list 235
Reserved words. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
Glossary 239
251