Nortel Networks Call Center Telephone Manual de usuario Pagina 6
- Pagina / 191
- Tabla de contenidos
- SOLUCIÓN DE PROBLEMAS
- MARCADORES
Valorado. / 5. Basado en revisión del cliente
6 Contents
N0025637 01
Chapter 11
Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Monitoring agent calls with Silent Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Setting up Silent Monitor on your system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Using Silent Monitor with Answer DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Monitoring tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
To monitor skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
An example of monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Using a memory button to monitor calls waiting in skillsets . . . . . . . . . . . . . . . . 156
Taking some Not Ready time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Programming Not Ready to a memory button . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Logging off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Changing your password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
How Supervisor Help works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Configuring Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
How to handle Supervisor help requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
How to handle missed requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
An example of retrieving an escalated request . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Chapter 12
Tips for operating Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Agent administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Skillset administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Routing Table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Call Center general parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
How to calculate the longest time a caller can be on hold . . . . . . . . . . . . . . . . . . . . . 165
Tips to improve the efficiency of Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Chapter 13
Troubleshooting Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Agent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Agent log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Important considerations about how agents use features . . . . . . . . . . . . . . . . . . 168
Skillset problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Problems changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
- 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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