sundance-communications.com/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems Call pilot as a Call center

anyone set up the new call pilots as a call center? I need some setup advice and some feedback.

Z, I set up a Flash4 in call center mode about a year ago. I have since installed several CP's. Not much difference except it comes resident on the CP plus you get some aditional software on the CD. You have 2 groups(pilot numbers) to work with with 10 agents each. I found it easier to set CCR and call center. All agent phones need log on/off buttons and a couple of others as I recall. As a result of this, no lines are assigned. The absolute must is document, document, document. Hope this helps!

I think I am just going to install the system as a voice mail and let them to CCR trees to route to hunt groups. They don't want to have to log in. They just want their customer to call into the AA and press 1 for sales, 2 for parts.... I figure I can just build a couple of hunt groups and let the voice mail ring the right hunt group or just build some answer DN's.

Sounds like a plan. Less programming and training, too.

I use the ACD in the CallPilot all the time ,its very simple specially doing the program with the CP manager, however maybe in your case you don't need the ACD ,group or answer DN will do the job, specially if you don't need different greeting or announcements while the caller waiting in queue. If you change your mind or the customer want ACD I could assist you if you needed help.

Good Luck.

For call center agents, it's important to program 2 buttons- F904 (Login/out), and F908 (Not Ready).

Sam,

I would like to chat further about the ACD function next week. I will send you an email.