Nortel Networks Call Center Telephone User Manual
Call center telephone administration guide
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Table of contents
Document Outline
- Call Center
- Telephone Administration Guide
- Chapter 1
- About Call Center
- Chapter 2
- About Call Center telephone administration
- Setting up Call Center with a two line display telephone
- System timeout
- Using the dialpad
- Symbols and conventions used in this guide
- About telephone buttons
- Feature codes
- Programming a memory button with a Feature Code
- Feature Codes used by Call Center Administrators and supervisors
- Feature Codes used by Call Center agents
- Chapter 3
- Call Center general properties
- Chapter 4
- Call Center greetings
- Chapter 5
- Setting up skillsets
- Chapter 6
- Setting up skillset mailboxes
- About skillset mailboxes
- Determining a skillset mailbox number
- Checking which telephone mailbox interface you use
- Initializing a skillset mailbox
- Opening a skillset mailbox
- Skillset mailbox password
- Recording skillset mailbox greetings
- Choosing a Primary or Alternate skillset mailbox greeting
- Recording a Personalized skillset mailbox greeting
- Deleting a Personalized mailbox greeting
- Checking skillset mailboxes for messages
- Playing skillset mailbox messages
- Retrieving erased messages
- Replying to messages
- Chapter 7
- Off-premise Message Notification
- About Off-premise Message Notification
- Assigning an outdial method to a skillset mailbox
- Off-premise Message Notification parameters
- Setting up Off-premise Message Notification
- Changing Off-premise Message Notification
- Deleting a destination number
- Adding a destination number
- Turning Off-premise Message Notification on or off
- Chapter 8
- Setting up agents
- Chapter 9
- Intelligent Overflow Routing
- Chapter 10
- Routing table administration
- Setting up DID routing
- Fax Detection
- About types of Routing Table steps
- Adding a Greeting step
- Adding a Distribute for step
- Adding a Goto step
- Adding a Transfer step
- Adding a Disconnect step
- Example of a Day Routing Table
- Example of a Night Routing Table
- Changing a routing table
- Setting the Service Modes for skillsets
- Chapter 11
- Monitoring call activity
- Chapter 12
- Tips for operating Call Center
- Chapter 13
- Troubleshooting Call Center
- Chapter 14
- Call Center Programming Record
- Glossary
- Index