Nortel Networks Call Center Telephone Manual de usuario descargar pdf (Pagina 46)

46 Chapter 5 Setting up skillsets

N0025637 01

35 The start times for the Day and Night Routing Tables for Monday

are shown.

Press NEXT

36 Repeat steps 28 through 33 to set up the Day and Night Routing

Tables for the rest of the week.

37 Press ® to end the session

repeat steps 4 through 36 to set up another skillset.

Mo: xxxxa-xxxxp

CHNG 24HR NEXT

Tu: 24 hour

CHNG NEXT

1 2 ... 41 42 43 44 45 46 47 48 49 50 51 ... 190 191

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
COMP MBOX EXIT 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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Nortel Networks Call Center Telephone Manual de usuario Pagina 46

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