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175
Nortel Networks Call Center Set Up and Operation Guide
Chapter 14
Troubleshooting Call Center
This chapter contains troubleshooting information for problems that can occur while setting up and
operating Call Center.
Resetting passwords
You can reset passwords if they are lost or forgotten.
Resetting the Operator password
You can reset the Operator ( ) password if it is lost or forgotten.
is used by the receptionist, Operator and Call Center Administrator.
If you reset the Operator password it is reset to
fl‡‹‡¤°fl‡
(Operator).
To reset the Operator password using CallPilot Manager
1 Start CallPilot Manager.
2 Click the Operations heading.
3 Click the Operator Settings link.
The Operator Settings page appears.
4 Click the Reset Operator Password check box.
5 Click the Submit button.
The password is reset to
fl‡‹‡¤°fl‡
(Operator).
To reset refer to
the Operator password page 175
the Call Center Administrator password page 176
a skillset mailbox password page 63
an agent password page 33
- Nortel Networks Call Center 1
- Set Up and Operation Guide 1
- Trademarks 2
- Contents 3
- Chapter 6 4
- Chapter 1 9
- Call Center features 10
- Auto Attendant 12
- Custom Call Routing (CCR) 12
- Related documents 15
- How to get help 16
- Chapter 2 17
- About setting up Call Center 17
- Manager 3.0 18
- System timeout 19
- Call Center password access 20
- Using the dialpad 22
- About telephone buttons 23
- COMP MBOX EXIT 24
- 0 new 0 saved 24
- PLAY REC ADMIN 24
- No messages 24
- Chapter 3 25
- Using Feature Codes 25
- To program a memory button 26
- Agent Feature Codes 28
- Chapter 4 29
- Setting up Call Center agents 29
- Agent Priority” on page 49 30
- To add an agent 31
- Adding more than one agent 32
- Changing agent information 33
- Resetting an agent’s password 33
- Deleting an agent 34
- Logging an agent off 35
- Chapter 5 37
- Setting up skillsets 37
- Skillset properties 38
- Setting up DID routing 43
- Setting up CLID/DNIS Routing 44
- Adding a CLID/DNIS Route 46
- Changing a CLID/DNIS Route 47
- To change a CLID/DNIS Route 47
- Deleting a CLID/DNIS Route 48
- Dynamic Agent Priority 49
- Viewing agents in a skillset 53
- Enabling a skillset 54
- Disabling a skillset 55
- Unconfiguring a skillset 56
- Setting up skillset mailboxes 57
- Indication telephone 58
- Opening a skillset mailbox 60
- Skillset mailbox password 62
- <Skillset name> 66
- Greeting options 66
- REC CHOOSE CFWD 66
- Use greeting: 66
- PRIME ALT QUIT 66
- Accept msgs:Y 67
- 2 new 0 saved 71
- PLAY REC ADMIN 71
- Retrieving erased messages 74
- Replying to messages 75
- 1 new 0 saved 77
- End of message 77
- REPLY ERASE NEXT 77
- Chapter 7 79
- Msg type: new 84
- Msg notify 84
- ADMIN SELECT 84
- Deleting a destination number 100
- Adding a destination number 101
- P0993308 02 102
- Chapter 8 103
- Chapter 9 109
- Setting up Routing Tables 109
- Intelligent Overflow Routing 110
- Example 1 112
- Example 2 112
- Example 3 113
- Example 4 113
- Example 5 114
- Example 6 115
- Example 7 115
- Example 8 116
- To move a rule 119
- Day and Night Routing Tables 121
- Greeting step parameters 123
- Adding a Greeting step 124
- To add a Greeting step 124
- Adding a Distribute for step 127
- To add a Distribute for step 127
- Adding a Goto step 128
- To add a Goto step 128
- Adding a Transfer step 129
- Adding a Disconnect step 130
- To add a disconnect step 130
- fl‡‹‡¤°fl‡ 133
- Mode 1: Auto 134
- CHNG VIEW NEXT 134
- Mode 2: Day 134
- CHNG NEXT 134
- Changing a Routing Table 138
- Deleting Routing Table steps 139
- Creating Caller Input Rules 140
- Using wildcard characters 144
- Changing a Caller Input rule 146
- Deleting a Caller Input rule 147
- Chapter 10 149
- Line administration 149
- To configure a line 150
- Configuring several lines 151
- Chapter 11 153
- Reserved channels 156
- Master Client Address 156
- System Configuration Report 158
- Communications Manager 3.0 160
- Chapter 12 163
- Monitoring tips 164
- About monitoring sessions 166
- Monitoring skillsets 167
- Taking some Not Ready time 169
- Logging off 170
- Chapter 13 171
- Routing Table administration 172
- Chapter 14 175
- Troubleshooting Call Center 175
- Agent problems 177
- Call Forward No Answer 178
- Hunt groups 178
- Automatic Answer 178
- Skillset problems 179
- Call processing problems 180
- Chapter 15 181
- Feature Codes 182
- Operator/Business Status 182
- Call Center skillsets 183
- Call Center agents 185
- Skillset assignments 186
- Skillset mailboxes 187
- Routing Tables 188
- Caller Input Rules 189
- Intelligent CLID/DNIS Routing 190
- Line answering 191
- Glossary 193
- 194 Glossary 194
- Glossary 195 195
- 196 Glossary 196
- Glossary 197 197
- 198 Glossary 198
- Numerics 199
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