Document Outline

• Call Center
• Telephone Administration Guide
  • Chapter 1
  • About Call Center
    • What Call Center includes
    • What you can administer through a telephone
    • Related documents
    • How to get help
  • 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
      • Agent Feature Codes
  • Chapter 3
  • Call Center general properties
    • Enabling the Call Center software authorization code
    • Setting Call Center general properties
      • Primary and Secondary alert times
      • Reserved channels
      • Setting Caller ID
      • Setting the Supervisor Help request timeout
      • Selecting skillsets supervisors can receive help requests from
    • Configuring lines
    • Setting the Answer Lines status
    • Resetting the Call Center Administrator password
  • Chapter 4
  • Call Center greetings
    • About Call Center greetings
    • Types of Call Center greetings
    • Recording a Call Center greeting
  • Chapter 5
  • Setting up skillsets
    • About skillsets
    • How incoming calls are sent to a skillset
    • Skillset properties
    • Setting up a skillset
    • Enabling a skillset
    • Disabling a skillset
    • Changing skillset properties
    • Unconfiguring a skillset
  • 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
      • Opening a skillset mailbox remotely
    • Skillset mailbox password
      • Changing a skillset mailbox password
      • Resetting a skillset mailbox password
    • Recording skillset mailbox greetings
      • Examples of Primary and Alternate 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
      • Replying to an internal caller
      • Using the Reply feature to reply to an external caller
  • 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
      • About setting up Off-premise Message Notification to a pager number
    • 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
    • About adding agents
    • Agent properties
    • Adding an agent
    • Changing an agent
    • Adding multiple agents
    • Assigning an agent to a skillset
    • Assigning several agents to a skillset
    • Removing agents from a skillset
    • Viewing agents in a skillset
    • Logging an agent off
    • Deleting an agent
    • Resetting an agent password
  • Chapter 9
  • Intelligent Overflow Routing
    • Examples of Intelligent Overflow Routing rules
    • Adding Overflow rules
    • Changing and viewing Overflow rules
    • Deleting Overflow rules
  • Chapter 10
  • Routing table administration
    • Setting up DID routing
    • Fax Detection
    • About types of Routing Table steps
    • Adding a Greeting step
      • Greeting step parameters
    • 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
      • Reviewing Routing Table steps
      • Modifying Routing Table steps
      • Erasing a Routing Table
    • Setting the Service Modes for skillsets
  • Chapter 11
  • Monitoring call activity
    • Monitoring agent calls with Silent Monitor
      • Setting up Silent Monitor on your system
      • Using Silent Monitor with Answer DN
    • Monitoring tips
    • Monitoring skillsets
      • To monitor skillsets
      • An example of monitoring skillsets
      • Using a memory button to monitor calls waiting in skillsets
    • Taking some Not Ready time
      • Using Not Ready
      • Programming Not Ready to a memory button
    • Logging off
    • Changing your password
    • Supervisor Help
      • How Supervisor Help works
    • Configuring Supervisor Help
    • How to handle Supervisor help requests
    • How to handle missed requests
      • An example of retrieving an escalated request
  • Chapter 12
  • Tips for operating Call Center
    • Agent administration
    • Skillset administration
    • Call Center greetings
    • Routing Table administration
    • Call Center general parameters
    • How to calculate the longest time a caller can be on hold
    • Tips to improve the efficiency of Call Center
  • Chapter 13
  • Troubleshooting Call Center
    • Resetting passwords
      • Resetting the Operator password
    • Agent problems
      • Agent log on problems
      • Important considerations about how agents use features
    • Skillset problems
      • Problems changing skillset properties
  • Chapter 14
  • Call Center Programming Record
    • Feature Codes
    • General Call Center parameters
    • Operator/Business Status
    • Call Center skillsets
    • Call Center agents
    • Skillset assignments
    • Skillset mailboxes
    • Routing Tables
    • Line answering
  • Glossary
  • Index