Nortel Call Center Telephone Setup guide

Part No. N0008709 04
October 2005
Nortel Call Center
Set Up and Operation Guide

2
N0008709 04
Nortel Call Center Set Up and
Operation Guide
Copyright © 2005 Nortel
All rights reserved. 2005.
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.
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.

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Nortel Call Center Set Up and Operation Guide
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

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N0008709 04
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 to an internal caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Replying to an external caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

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Nortel Call Center Set Up and Operation Guide
Chapter 7
Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Assigning an outdial method to a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
About setting up Off-premise Message Notification to a pager number . . . . . . . . 97
Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . 112
Chapter 8
Recording Call Center Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
About Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Examples of Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Recording a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Importing a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Exporting a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Chapter 9
Setting up Intelligent Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
About Intelligent routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Examples of Intelligent Overflow Routing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Assigning Intelligent Overflow Routing to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Moving an Intelligent Overflow rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Modifying an Intelligent Overflow Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Deleting an Intelligent Overflow Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Chapter 10
Setting up Routing Tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
About Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Fax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Expected Wait Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
How to set up EWT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Recording EWT greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Examples of EWT greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Setting up an EWT Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Deleting an EWT Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Changing an EWT Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
About types of Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Greeting step parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Adding a Greeting step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Adding a Distribute for step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Adding a Goto step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

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Adding a Transfer step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Adding a Disconnect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Assigning Routing Table hours of operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Setting the Service Mode for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Example of a Day Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Example of a Night Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Changing a Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Reviewing Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Modifying Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Deleting Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Chapter 11
Creating Caller Input Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Creating a Caller Input Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Using wildcard characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
An example of using Intelligent Caller Routing, Advanced . . . . . . . . . . . . . . . . . 165
Changing a Caller Input rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Changing the rule length for a Caller Input Table . . . . . . . . . . . . . . . . . . . . . . . . 167
Changing a Caller Input Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Deleting a Caller Input rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Clearing a Caller Input Rule Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Chapter 12
Line administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Setting the Answer Lines status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Configuring lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Configuring several lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Chapter 13
Setting up Call Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . 175
Assigning the Call Center language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
General Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Primary and Secondary alert times . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Reserved channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Call Center Reporting properties Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Supervisor Help Request Timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Selection Method (Supervisor Help From) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Enable Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Setting up general Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
System Configuration Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Chapter 14
Monitoring Call Center call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Monitoring agent calls with Silent Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Setting up Silent Monitor on your system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

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Using Silent Monitor with Answer DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Monitoring tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Logging on and monitoring agent calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
An agent requests help while you are in a monitoring session . . . . . . . . . . . . . . 189
About monitoring sessions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
To monitor skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
An example of monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Using a memory button to monitor calls waiting in skillsets . . . . . . . . . . . . . . . . 192
Taking some Not Ready time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Programming Not Ready to a memory button . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Logging off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Changing your supervisor password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
How Supervisor Help works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Configuring Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
How to handle Supervisor help requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
How to handle missed requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
An example of retrieving an escalated request . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Chapter 15
Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
What Activity Codes are . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Optional and Prompted Activity Code logging . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Examples of Activity Code calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Activity Codes Call Center automatically enters:
Autopegs and System Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Autopegs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Examples of Autopeg calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
System Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
System Activity Codes that Call Center records . . . . . . . . . . . . . . . . . . . . . . . . . 203
Examples of System Activity Code calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Prompted and Optional Activity Code logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Examples of Prompted and Optional Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
How Activity Codes interact with system features . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Creating Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Changing an Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Deleting an Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Importing Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Communicating Activity Codes to supervisors and agents . . . . . . . . . . . . . . . . . . . . 213
Assigning Activity Code settings to agents and skillsets . . . . . . . . . . . . . . . . . . . . . . 214
Generating Activity Code reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
How agents enter Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

8 Contents
N0008709 04
Chapter 16
Tips for operating Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Agent administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Skillset administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Routing Table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Call Center general parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
How to calculate the longest time a caller can be on hold . . . . . . . . . . . . . . . . . . . . . 219
Tips to improve the efficiency of Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Using B1 and B2 DNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Chapter 17
Examples of Call Center configurations . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Basic Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
General Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
Skillset 1 properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
Skillset 2 properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
Professional Call Center with Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
General Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
General Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Caller Input Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Expected Wait Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
Skillset 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
Skillset 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
Skillset 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
Skillset 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
Multimedia Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
General properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Activity Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Skillset 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Chapter 18
Troubleshooting Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Resetting the Call Center Administrator password . . . . . . . . . . . . . . . . . . . . . . . 248
Agent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Agent log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Important considerations about how agents use features . . . . . . . . . . . . . . . . . . 249
Skillset problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Problems enabling skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Problems changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

Contents 9
Nortel Call Center Set Up and Operation Guide
Problems viewing skillset settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Problems transferring calls to the voicemail extension . . . . . . . . . . . . . . . . . . . . 252
Call processing problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
Chapter 19
Call Center Programming Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
General Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Operator/Business Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Call Center skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Call Center Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Skillset assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
Caller Input Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Intelligent CLID/DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275

10 Contents
N0008709 04

11
Nortel Call Center Set Up and Operation Guide
Chapter 1
About Nortel Call Center
This guide leads a Call Center Administrator or a System Administrator through setting up and
operating Call Center, and is an ongoing reference.
Call Center is an application that handles incoming calls as efficiently and economically as
possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely
matches the needs of the caller. Calls can be routed based on the origin of the call, the destination
of 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 a
message, and hear announcements or informative messages.
You set up and operate Call Center through CallPilot Manager, the web-based interface, and from
a telephone. If you use the CallPilot 100/150 or BCM50 system you can set up and administer
some Call Center functionality from a two line display telephone.
Basic, Enhanced and Professional Call Center
Basic, Enhanced and Professional Call Center are available. The table “Comparison of Basic,
Enhanced and Professional Call Center” on page 15 shows the differences between them. You can
use Basic or Enhanced Call Center on a CallPilot 100/150 system. You can use Basic or
Professional Call Center on a Business Communications Manager system. You can use Basic Call
Center on a BCM50 system.

12 Chapter 1 About Nortel Call Center
N0008709 04
Call Center features
Call Center has many features that give your call center advanced and flexible call handling.
Intelligent Routing Intelligent Routing gives you advanced methods for routing calls through
your call center. How calls are directed is based on various input
conditions.
Intelligent CLID/DNIS Routing:
• is the ability to route calls according to CLID/ANI, DNIS, ISDN Calling
Number
• is applied when calls first enter the Call Center
• is available if you use Enhanced or Professional Call Center
Intelligent Caller Input Routing, Basic:
• is the ability to route calls to the Auto Attendant, a Custom Call Routing
(CCR) Tree, the operator or a skillset mailbox
• routing is applied when the caller presses a telephone button in
response to instructions played in a greeting
Intelligent Caller Input Routing, Advanced:
• includes the Basic capabilities plus the ability to create rules that route
calls to other skillsets and locations depending on the caller input
• is available if you use Enhanced or Professional Call Center
• lets you change the priority of the call
Intelligent Overflow Routing:
• routes calls to an extension, a mailbox, an external phone number, the
Auto Attendant, a skillset mailbox or a CCR Tree
• lets you change the priority of the call
Flexible routing steps You 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 Auto Attendant
• transfer to an operator
• transfer to a skillset mailbox
• transfer to a CCR Tree
• move to another skillset using Advanced Call Input Routing
Agent priority and
dynamic agent priority
You 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 the
highest priority.
If you use Enhanced or Professional Call Center you can assign agents
different priority levels depending on the skillset they are logged on to.
Choice of call presentations You can assign agents forced calls, or let agents answer calls manually.

Chapter 1 About Nortel Call Center 13
Nortel Call Center Set Up and Operation Guide
Dynamic call priority You can have the priority of a call changed in the Intelligent CLID/DNIS
Routing table, the Intelligent Caller Input Routing Table and the Intelligent
Overflow Routing table.
With call priority, all calls that have a higher priority are handled before
lower priority calls, no matter how long the lower priority calls are waiting.
For an example of using Intelligent Overflow Routing to control call priority,
see “Example 2” on page 124.
Delegated access to Call
Center
You or the System Administrator can create a password to give a
supervisor access to Call Center administration.
Multimedia Call Center If you have Multimedia Call Center enabled, agents can have multimedia
sessions with callers. Callers click an HTML link to connect to the call
center.
CallPilot Manager CallPilot Manager is a web-based interface you can use to administer
CallPilot and Call Center.
Call monitoring Agents 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 system
wide basis.
Call Center Reporting You can generate the System Configuration report to view Call Center
settings.
If you have Call Center Reporting enabled, you can view real time statistics
and comprehensive management information about the day-to-day
performance of your call center.
Note: Multimedia Call Center is not available for CallPilot 100/150.

14 Chapter 1 About Nortel Call Center
N0008709 04
Using CallPilot call routing with Call Center
CallPilot is a versatile business communications tool that you can use to:
• answer incoming calls
• offer callers a selection of options to route their calls or access information
• provide advanced voicemail, Auto Attendant and call handling capabilities
CallPilot has two powerful call routing features: Auto Attendant (AA) and Custom Call Routing
(CCR). These features route incoming calls to telephones and voice mailboxes. You can also use
these features to route calls to Call Center skillsets.
Auto Attendant
The Auto Attendant answers incoming calls and presents callers with a greeting. After the
greeting, the Auto Attendant Menu offers callers a range of options that they can select using the
dialpad of their telephone. Using these options, callers can transfer themselves from the Auto
Attendant to a skillset by entering the Control DN of the skillset.
For information about how to configure the Auto Attendant, refer to the CallPilot Set Up and
Operation Guide.
Custom Call Routing (CCR)
With CCR you can replace the Auto Attendant menu with an expanded menu that can include
several sub-menus to offer callers a wider range of options. You can give callers access to a Call
Center skillset by adding an internal transfer that transfers the caller to the Control DN of the
skillset.
For more information about transfers and CCR, refer to the CallPilot Manager Set Up and
Operation Guide.
Note: Include the number of the Control DN in your Auto Attendant Greeting.

Chapter 1 About Nortel Call Center 15
Nortel Call Center Set Up and Operation Guide
Comparison of Basic, Enhanced and Professional Call Center
Features Call Center for CallPilot 100/150
Basic Call Center for BCM50
Call Center for Business
Communications Manager
Skillsets Basic: 2
Enhanced: 30
Basic: 2
Professional: 50
Configured agents (available agent IDs) Basic: 20
Enhanced: 100
Basic: 20
Professional: 250
Default agents Basic: 10
Enhanced: 10, max 50
Basic: 20
Professional: 20, max 80
Agent priority levels 20 20
Dynamic agent priority levels Basic: not available
Enhanced: 20
Basic: not available
Professional: 20
Dynamic call priority levels 20 20
Active agents (or Supervisors) Basic: 10
Enhanced: max 50, min 10
Basic: 10
Professional: max 80, min 20
Active calls in all skillsets Basic: 15
Enhanced: 30
Basic: 15
Professional: 100
Maximum active calls per skillset Basic: 15
Enhanced: 30
Basic: 15
Professional: 100
Maximum lines configured for Call Center Basic: 15
Enhanced: 30
Basic: 15
Professional: 100
(24 max can be VoIP trunks)
Voice ports (shared with CallPilot or
dedicated)
8 (You can have an additional 8 for
voicemail if you have 2 CallPilots
on 1 KSU)
32
Routing tables per skillset 2 2
Greetings Basic: 30
Enhanced: 50
Basic: 30
Professional: 150
Maximum time per announcement 1000 mins 1000 mins
Maximum time for all announcements Basic: 9 Hrs with 64M memory
Enhanced: 78 Hrs with 256M
memory
>370 hours / Gigabyte
Steps per routing table 20 20
Overflow rules per skillset 20 20
Skillset mailboxes Basic: 2
Enhanced: 30
Basic: 2
Professional: 50

16 Chapter 1 About Nortel Call Center
N0008709 04
Supervisor functionality, including call
monitoring
Muted/Silent monitor
Silent is available only if a MICS
7.0 or better KSU is used.
Otherwise, muted mode is
available. Only one mode is
available at a time, so if silent
mode is available, muted mode is
not.
Silent monitor
Supervisor Help Available with Silent Monitor. Not supported with Muted Monitor.
Maximum simultaneous monitoring
sessions 66
Caller Input Tables Basic: not available
Enhanced: 30
Basic: not available
Professional: 50
Basic Intelligent Caller Input Routing: the
ability to route a call to an Operator, Auto
Attendant, skillset mailbox or CCR Tree.
Available Available
Advanced Intelligent Caller Input Routing:
the ability to route a call based on
multi-digit fixed or variable strings
Basic: not available
Enhanced: available
Basic: not available
Professional: available
Delegated Call Center Administration: the
System Administrator can create a
password to give a Call Center
Administrator or supervisor access to Call
Center administration.
Available Available
Intelligent Overflow Routing: rules you
create to overflow, change the priority of,
and move calls to multiple skillsets, a
skillset mailbox, an internal or external
number, a mailbox, the Auto Attendant or
an operator.
Available Available
Intelligent CLID/DNIS Routing Basic: not available
Enhanced: 100 rules
Basic: not available
Professional: 100 rules
Overflow rules per skillset 20 20
Overflow skillsets Basic: 1
Enhanced: 29
Basic:1
Professional: 49
Service Mode: you specify the start and
end times for the day and night skillset for
each day of the week
Available Available
Limited Feature 983 telephone
administration Available Not available
CallPilot Manager Available Available
Features Call Center for CallPilot 100/150
Basic Call Center for BCM50
Call Center for Business
Communications Manager

Chapter 1 About Nortel Call Center 17
Nortel Call Center Set Up and Operation Guide
Call Center Reporting Basic: Enabled with optional
Software Authorization Code
Enhanced: Included
Available with Call Center
Professional. Must be enabled with
the Software Authorization Code
with the Call Center Professional
Upgrade.
Expected Wait Time Basic: 5 tables
Enhanced: 20 tables
Basic: 5 tables
Professional: 20 tables
Activity Codes 2,000 entries 2,000 entries
Note: Call Center Reporting and Activity Codes are not available for BCM50.
Note: "Active Agents" refers to the amount of individuals who serve as Call
Center Agents.
When the document specifies 10 active agents, the intended meaning is that 10
individual agents can log in to one, or any combination of Call Center skillsets.
That is:
Agent 1 can be logged into Skillset 1; this is considered 1 active agent
Agent 1 can be logged into Skillsets 1 and 2; this is considered 1 active agent
Agent 1 can be logged into Skillsets 1 through 50; this is considered 1 active agent
Agents 1 and 2 can be logged into Skillset 1; this is considered 2 active agents
and so on...
Features Call Center for CallPilot 100/150
Basic Call Center for BCM50
Call Center for Business
Communications Manager

18 Chapter 1 About Nortel Call Center
N0008709 04
Related documents
For more information about Call Center refer to the:
•Nortel Call Center Agent Guide
• Nortel Call Center Supervisor Guide
• CallPilot 100/150 Call Center Telephone Administration Guide
• Nortel Call Center Reporting Set Up and Operation Guide
• Multimedia Call Center Set Up and Operation Guide
• Multimedia Call Center Web Developer Guide
For information about setting up CallPilot refer to the:
• CallPilot Manager Set Up and Operation Guide
• CallPilot 100/150 Telephone Administration Guide
• CallPilot 100/150 Installation and Maintenance Guide
For information about configuring telephony resources, refer to the:
• Business Communications Manager Programming Operations Guide
• Norstar System Coordinator Guide
Note: Multimedia Call Center and Call Center Reporting are not available for BCM50.

Chapter 1 About Nortel Call Center 19
Nortel Call Center Set Up and Operation Guide
How to get help
USA and Canada
Authorized Distributors - Technical Support
Telephone:
1-800-4NORTEL (1-800-466-7835)
If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#.
If you do not yet have a PIN Code, or for general questions and first line support, you can enter
ERC 338#.
Website:
http://www.nortelnetworks.com/support
Presales Support (CSAN)
Telephone:
1-800-4NORTEL (1-800-466-7835)
Use Express Routing Code (ERC) 1063#
EMEA (Europe, Middle East, Africa)
Technical Support - CTAS
Telephone:
00800 800 89009
Fax:
44-191-555-7980
email:
[email protected]
CALA (Caribbean & Latin America)
Technical Support
Telephone:
1-954-858-7777
email:
[e-mail]
APAC (Asia Pacific)
Technical Support
Telephone:
[phone]
Fax:
[phone]
email:
[e-mail]

20 Chapter 1 About Nortel Call Center
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