Nortel Networks Call Center Telephone manuals

Nortel networks Call Center Telephone User Manual (191 pages)

Brand: Nortel-networks | Category: Software | Size: 1.21 MB |

English

Table of contents

Call Center

1

Telephone Administration

1

Contents

3

Contents

8

Chapter 1

9

About Call Center

9

What Call Center includes

10

Related documents

13

How to get help

14

Chapter 2

15

Using the dialpad

16

About telephone buttons

17

Feature codes

18

To program a memory button

19

Agent Feature Codes

21

Chapter 3

23

Reserved channels

26

Setting Caller ID

27

Configuring lines

29

Chapter 4

35

Call Center greetings

35

CC greeting:

37

Chapter 5

39

Setting up skillsets

39

Skillset properties

40

Message for you

41

Setting up a skillset

43

Enabling a skillset

47

Disabling a skillset

48

Changing skillset properties

49

Unconfiguring a skillset

53

Chapter 6

55

Setting up skillset mailboxes

55

Indication telephone

56

Opening a skillset mailbox

59

Skillset mailbox password

61

to select a greeting

65

Accept msgs:Y

66

2 new 0 saved

70

REC ADMIN

70

No messages

72

72

Retrieving erased messages

73

Replying to messages

74

Chapter 7

77

Deleting a destination number

97

Adding a destination number

98

N0025637 01

100

Chapter 8

101

Setting up agents

101

Adding an agent

102

Changing an agent

104

Adding multiple agents

105

Viewing agents in a skillset

110

Logging an agent off

111

Deleting an agent

112

Resetting an agent password

113

Chapter 9

115

Intelligent Overflow Routing

115

Example 1

117

Example 2

117

Example 3

118

Example 4

118

Example 5

119

Example 6

120

Example 7

120

Example 8

121

Adding Overflow rules

122

Deleting Overflow rules

126

Chapter 10

127

Routing table administration

127

Fax Detection

128

Adding a Greeting step

130

To add a Greeting step

131

Adding a Distribute for step

134

Adding a Goto step

135

Adding a Transfer step

136

Adding a Disconnect step

138

54 Press CHNG

142

55 Press OK

142

Changing a routing table

145

Modifying Routing Table steps

146

Erasing a Routing Table

147

Chapter 11

151

Monitoring call activity

151

To set up Silent Monitor

152

Monitoring tips

153

Monitoring skillsets

154

Taking some Not Ready time

156

Logging off

158

Changing your password

158

Supervisor Help

159

Configuring Supervisor Help

161

How to handle missed requests

162

Chapter 12

163

Routing Table administration

164

Plan for busy times:

166

Plan for slow times:

166

Chapter 13

167

Troubleshooting Call Center

167

Agent problems

168

Skillset problems

170

Chapter 14

171

Feature Codes

172

Operator/Business Status

173

Call Center skillsets

174

Call Center agents

175

Skillset assignments

176

Skillset mailboxes

177

Routing Tables

178

Line answering

179

Glossary

181

182 Glossary

182

Glossary 183

183

184 Glossary

184

Glossary 185

185

186 Glossary

186

Numerics

187

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