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247
Contact Center Set Up and Operation Guide
Index
Numerics
24 Hour Service mode, skillset 112
A
Activity Codes 49
agent settings 195
Autopegs 184
Break Time 190
changing 192
creating 191
definition 181
deleting 192
examples 183
how agents use 195
importing 192, 193
Optional 181, 182, 186
Prompted 181, 182, 186
reports 195
skillset 49
skillset settings 195
System Activity Codes 185
System Activity Codes, examples 186
Adding
agents to a skillset 58
agents to Contact Center 40
multiple agents to Contact Center 42
Additional Routing Steps 18
Agent
adding multiple agents to Contact Center 42
adding to Contact Center 40
assigning to a skillset 58
Autobusy mode 197
changing information 43
deleting 44
dynamic priority 16, 18, 57
Feature Codes 36
listening to skillset mailbox messages 75
logging off 44
monitor 61, 167
parameters 39
resetting password 43
Silent Monitor 167
unassigning 60
viewing in a skillset 60
Assigning
Contact Center language option 157
Intelligent Overflow to a skillset 117
Attendant extension 49
Auto Attendant and Contact Center 20
Automatic Answer 18
Automatic timeout 36
B
Break Time 48
Button
memory button indicators 159
programming a memory button 34
C
Call
call activity, monitoring 173
Distribution Method 245
Dynamic Priority 19
priority 19
Silent Monitor 167
Call Forward on Busy 223
Call Park 222
Call Pickup 222
Call Transfer 222
Caller Directed Transfer 16
Caller ID 78, 160
CallPilot
Auto Attendant and Contact Center 20
call routing 19
CCR and Contact Center 20
CallPilot mailbox interface 31
CallPilot Manager 17, 19
interface 27
starting 25
timeout 27
Caption
Expected Wait Time table 127, 132
greeting 108, 132
CCR and Contact Center 20
CFB 223
CFNA 223
Changing
agent information 43
language 157
- BCM50 2.0 1
- Contact Center 1
- Trademarks 2
- Task List 3
- 6 Task List 6
- Contents 7
- Chapter 14 11
- Chapter 15 11
- Chapter 19 13
- 14 Contents 14
- Chapter 1 15
- 16 Chapter 1 Getting started 16
- Chapter 1 Getting started 17 17
- Contact Center features 18
- Chapter 1 Getting started 19 19
- Audience 20
- Acronyms 20
- Symbols and text conventions 21
- Related Publications 22
- How to get Help 23
- 24 Chapter 1 Getting started 24
- Chapter 2 25
- Enabling keycodes 26
- Starting CallPilot Manager 26
- System timeout 27
- Contact Center access 27
- Using the dialpad 29
- About telephone buttons 30
- Chapter 3 33
- To program a memory button 34
- Supervisors 35
- Agent Feature Codes 36
- Chapter 4 39
- To add an agent 40
- Adding more than one agent 42
- Changing agent information 43
- Resetting an agent’s password 43
- Deleting an agent 44
- Forcing an agent off 44
- To force an agent off 45
- Chapter 5 47
- Skillset properties 48
- Setting up DID routing 52
- Setting up CLID/DNIS Routing 52
- Routing using a Line 53
- Routing using CLID and a Line 53
- To add a CLID/DNIS Route 55
- Changing a CLID/DNIS Route 56
- To change a CLID/DNIS Route 56
- To delete a CLID/DNIS Route 57
- Dynamic Agent Priority 57
- Viewing agents in a skillset 60
- Enabling a skillset 61
- Disabling a skillset 61
- Unconfiguring a skillset 62
- Chapter 6 63
- Indication telephone 64
- Opening a skillset mailbox 66
- Skillset mailbox password 67
- to select a greeting 72
- 2 new 0 saved 76
- REC ADMIN 76
- No messages 78
- COMP MBOX EXIT 78
- Retrieving erased messages 79
- Replying to messages 80
- Chapter 7 83
- Deleting a destination number 100
- Adding a destination number 101
- Chapter 8 103
- NN40040-301NN40040-301 104
- 2 Click the Greetings link 105
- Chapter 9 111
- Condition 112
- Example 1 113
- Example 2 113
- Example 3 114
- Example 4 114
- Example 5 115
- Example 6 116
- Example 7 116
- Example 8 117
- Chapter 10 123
- Expected Wait Time 124
- To set up EWT 125
- Recording EWT greetings 125
- To set up an EWT Table 126
- To delete an EWT Table 128
- To change an EWT Table 129
- Greeting step parameters 130
- Adding a Greeting step 131
- To add a Greeting step 131
- Adding a Distribute for step 133
- To add a Distribute for step 133
- Adding a Goto step 134
- To add a Goto step 134
- Adding a Transfer step 134
- To add a Transfer step 135
- Adding a Disconnect step 135
- To add a Disconnect step 136
- Changing a Routing Table 143
- To delete Routing Table steps 144
- Chapter 11 145
- Using wildcard characters 148
- Changing a Caller Input rule 150
- Deleting a Caller Input rule 151
- Chapter 12 153
- Configuring lines 154
- To configure several lines 155
- Chapter 13 157
- MMCC Public Hostname 159
- Reserved channels 160
- Enable Caller ID 160
- System Configuration Report 162
- Monitoring tips 169
- About monitoring sessions 171
- Monitoring skillsets 172
- To monitor skillsets 172
- Taking some Not Ready time 174
- Logging off 175
- Supervisor Help 175
- How Supervisor Help works 176
- Configuring Supervisor Help 177
- How to handle missed requests 178
- Prompted 182
- Optional 182
- Chapter 15 Activity Codes 183 183
- Autopegs 184
- Examples of Autopeg calls 184
- System Activity Codes 185
- Example 1: No Peg 186
- Chapter 15 Activity Codes 187 187
- Transfer to Agent 188
- Break Time 189
- 190 Chapter 15 Activity Codes 190
- To create an Activity Code 191
- Importing Activity Codes 192
- 2 Click Import 193
- 194 Chapter 15 Activity Codes 194
- Pressing NO 196
- Activity Codes 196
- Chapter 16 197
- Routing Table administration 198
- Assigning DNs 200
- Chapter 17 201
- General Configuration 203
- General Properties 204
- Caller Input Rules 204
- Skillset 1 206
- Service Mode 207
- Skillset 2 208
- Routing Tables 209
- Overflow 210
- Skillset 3 211
- Skillset 4 213
- Multimedia Contact Center 215
- Skillset 5 217
- Chapter 18 221
- Agent problems 222
- Call Forward 223
- Answer DN 223
- Do Not Disturb 223
- Call Forward No Answer 223
- Hunt groups 224
- Automatic Answer 224
- Skillset problems 225
- Call processing problems 226
- Center calls do 227
- Operator 228
- Feature Codes 230
- Operator/Business Status 230
- Contact Center skillsets 231
- Contact Center Greetings 232
- Intelligent Overflow Routing 233
- Contact Center agents 234
- Skillset assignments 235
- Skillset mailboxes 236
- Intelligent CLID/DNIS Routing 239
- Line answering 240
- Glossary 241
- Numerics 247
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