Symposium. Call Center Server. Feature Document. Set your foundation for profitable customer relationships

Symposium Call Center Server Feature Document Set your foundation for profitable customer relationships

Table of Contents Introduction.................................................................... 3 Call processing.................................................................. 5 Call routing.................................................................... 6 Call scripts..................................................................... 6 Skill-based routing.............................................................. 9 Queuing and presentation...................................................... 11 Network skill-based routing..................................................... 12 Agent/supervisor call handling features.......................................... 13 Agent telephone set features.................................................... 13 Supervisor telephone set features............................................... 15 Contact center management.................................................... 16 Administering.................................... 16 Real-time displays.............................................................. 19 Management reports.......................................................... 2 Integration capabilities........................................................ 26 Glossary....................................................................... 29 Appendix A: Script example..................................................... 31 Appendix B: Report listing...................................................... 32 Appendix C: Report examples................................................... 33 Index......................................................................... 47 2

Introduction What is a contact center? Call centers have changed dramatically over the last few years. Once an environment designed to process telephone calls, call centers have evolved to become customer contact centers, processing all types of media transactions. The contact center is now seen as the core of a business due to its critical role in maximizing customer satisfaction, enabling companies to deliver the definitive customer experience. Its integral parts consist of: Representatives who handle customer transactions (also called agents) Management personnel Technology to handle customer transactions, including the routing, treatment and fulfillment of transactions A contact center may be found within a department in a company or it may be the sole business unit that comprises a company. Regardless of the size and complexity of a contact center, its objectives and goals remain consistent: To deliver customer satisfaction through prompt, professional transaction handling To control costs by using resources and technology more efficiently To help staff work more productively To increase profitability and enhance customer loyalty Whether customers are purchasing products, requesting services, or seeking information, the contact center must be equipped with technology that delivers the timely and quality service that customers expect. Contact center technology Contact centers require technology that is high-performance, integrated, networked, open standards-based, and client-server oriented to facilitate the increasingly important role they play in business. Frequently, the contact center is the only point of contact a company has with its customers or suppliers; therefore, sophisticated technology to enhance customer relationships is of utmost importance to contact center management. The challenge of management is to find an ideal balance between staffing priorities and budget controls to deliver optimal customer service. Implementing technology such as computer telephony integration and client-server computing and applying emphasis on call routing applications and agent empowerment are key components to ensure that each caller is served quickly and efficiently. Integrating the routing and processing of incoming calls with associated data creates an ability to satisfy a high proportion of customers during their first contact with your contact center. This combination of technology and business procedures is a driving factor in the competitive world of contact centers. Additionally, contact center representatives (agents) require tools to increase their proficiency in managing the volume of calls they take each day. The goal of agent empowerment is to provide solutions to enhance customer service and increase productivity while providing a distinct advantage within the highly competitive contact center environment. With caller information available to an agent when a call arrives, a more meaningful transaction can take place. The transactions take less time because agents are not required to spend time gathering that information from customers, and customers are more satisfied when the information they have already provided to an IVR or self-service system is passed on to the agent. The result is a better relationship between the customer and the agent. Nortel Networks A leader in contact centers Nortel Networks has proven to be a world leader in contact center technology with contact centers located in more than 1 countries and more than 3.5 million agent positions worldwide handling over 15 million calls per day. The foundation of this success lies in the ability to understand the needs of the contact center environment, create lasting relationships with customers, and develop the solutions to address their ever-changing business needs. Nortel Networks award-winning Symposium* Call Center Server is at the core of these solutions, offering exceptional call processing and agent handling capabilities, as well as comprehensive management and reporting features that fulfill the needs of the dynamic contact center environment. Nortel Networks Symposium Call Center Server s state-ofthe-art architecture is based on clientserver technology. The Symposium Call Center Solution integrates three key technologies: telephony, call center server, and supervisor clients. It also can include optional components such as host computers or corporate database applications. The telephony component can be served by either the Nortel Networks Meridian 1*, (a robust PBX which provides agents with the interface into the voice network) or the Succession* 1, (a server-based, full-featured IP PBX, providing the benefits of a converged network plus advanced applications and 3

Figure 1. Architecture Web Client Application Server Supervisor and Operations Desktops Agent Desktops Clients Graphical Real-Time Displays Historical Reports Contact Center Management Tools CTI Applications Digital and/or IP Telephones Customer LAN Symposium Call Center Server Historical Database Real-time statistics Call Routing and Handling IVR Interworking Network Controller Call Processing Meridian 1* WAN Router Passport or Customer Provided Dedicated Ethernet LAN * SCCS also supports Succession 1 for IP contact center environments Operations Workstation over 45 world-class telephony features). The server component is comprised of industry-standard processors and software, along with Nortel Networks developed applications software, which connects to the Meridian 1 or Succession 1 through a dedicated Local Area Network connection. The client component(s) include Nortel Networks-developed software, which runs on industry-standard hardware, as well as an array of Nortel Networks and third-party developed applications which utilize one or more of Symposium Call Center Server s open interfaces. The above figure depicts the architecture of the. The figure shows that LANs are used to send information between servers in the contact center. The LAN shown as the dedicated ethernet LAN is used for messaging between the Symposium Call Center Server and the Meridian 1 PBX or Succession 1. The supervisor workstations are connected to the server by a TCP/IP Ethernet or Token Ring LAN. This LAN also provides connections to third-party applications via interfaces such as Meridian* Link Services. For organizations with multiple call center locations, the architecture of Nortel Networks Symposium Call Center Server facilitates the linking of multiple sites to function as a seamless, virtual contact center. The server component, running on Microsoft s Windows 2 operating system, is responsible for functions such as the logic for call processing, call treatment, call handling, call presentation, and the accumulation of data into historical and real-time databases. The client component is offered as a standard desktop client and/or browser-based thin client. The standard desktop client is located on the contact center manager s or supervisor s desktop, and it is comprised of a graphical user interface that runs on Microsoft s Windows 98, 2 Professional, and XP. The thin client Symposium Call Center Web Client uses Internet Explorer to connect to the system s powerful management tools from virtually anywhere within the corporate network. The management capabilities of the client component provide meaningful real-time contact center statistics and an easy-to-use interface to help manage agents. Supervisors are able to access screens, such as the Agent Skillset Matrix to view and make necessary changes to the skillset assignments of their agents, with a point-andclick interface. 4

comes packaged with over 7 standard reports. Customized reports can be generated by any standard report writer that conforms to the industry standards of Open Database Connectivity (ODBC) and Structured Query Language (SQL). This allows flexibility for contact center management to create reports with information imperative to the success of their center. s standard reports provide details on various statistics such as call handling performance, networking information, and agent productivity. This wealth of information offers contact center managers the knowledge needed to enhance contact center efficiency. is designed with open interfaces that allow for the interworking of many third-party applications and the development of customized applications. This furnishes contact centers with the ability to integrate industry-standard applications for the greatest choice and flexibility possible. There are four types of information to which access is provided: historical data, real-time data, host data exchange, and call control events. Historical data can be accessed by programs that use ODBC and SQL database query standards. Information can be combined with the data from other open Figure 2. Call Processing databases to create unique report fields. For example, a contact center manager may need to determine the revenue per call, where the revenue figure resides in a customer host database and the number of calls residing in the Symposium Call Center Server database. Symposium Call Center Server s open interface capabilities allow the manager to combine the data from different databases to provide the required information in this case the revenue per call. Real-time data can be utilized by Workforce Management programs to ensure that agents adhere to predetermined schedules. Real-time data can also be used by visual messaging and alerting applications like wallboards. utilizes Host Data Exchange and call control events to influence the routing, queuing, and presentation of calls to agents. This provides the ability to access vital information such as the language preference of the caller, the last agent the caller has spoken with, or the caller s payment history information that can assist in routing and treating the caller appropriately. Software also gives businesses the flexibility to turn their traditional center into a multimedia customer contact center. They can use Symposium Web Center Portal to simultaneously manage telephone calls, e-mail, and Web interactions with a single solution. E-mail can be routed and monitored with the same effectiveness as telephone calls, reducing response time and agent workloads. Symposium Web Center Portal adds a new dimension to collaboration between agents and customers and sets a new standard in effective, round-the clock, Web-based self-service. Nortel Networks Symposium Call Center Server provides contact centers with increased operational efficiency and the ability to customize and provide exceptional customer care to callers. The following pages detail Symposium Call Center Server s extensive call routing abilities, superior agent and supervisor call handling capabilities, and comprehensive management features. Call processing Nortel Networks Symposium Call Center Server offers flexible call handling which defines how calls are routed and treated on an individual call basis. Call routing can be defined as: Routing callers to specific destinations (agents, non-contact-center employees, or other applications) Queuing callers to specific or multiple skillsets Queuing callers to specific agents Queuing callers to other contact center destinations Caller treatment can be defined as: Meridian 1 Software Incoming callers CDN Master Script Sales Script Service Script Providing callers with voice menu options Providing callers with the option to access automated information Providing callers with their expected wait time or position in queue Providing callers with specific music treatments 5

Calls determined to be contact center calls are handled using instructions contained within call scripts, which reside on. Call scripts are tailor-made contact center applications that contain call routing and treatment instructions to define the handling of individual calls. This set of user-friendly commands can be combined to create various call routing schemes and treatments unique to the requirements of the contact center. Call scripts can be as simple or sophisticated as the application requires and are not limited to a specific number of steps. Call routing When an incoming call is presented to the Meridian 1 or Succession 1, a determination is made as to whether or not it is a call requiring contact center assistance. This determination can be made in many ways such as the number the caller dialed (DNIS), the caller s trunk group, a choice made by the caller within an automated attendant application, etc. Calls that do require contact center or agent assistance are then routed, logically, to through the use of Control Directory Numbers (CDNs). A CDN is a number that is configured in the Meridian 1 or Succession 1 as the entry point for all calls into. One or multiple CDNs can be configured to provide additional robustness within the contact center, offering defined backup parameters. Such parameters include a default agent group (ACD DN), music treatment, and recorded announcements. These definitions would be available in a backup scenario if Symposium Call Center Server were to be out of service, or the link between the Meridian 1/Succession 1 and the server were down. Otherwise, call processing is accomplished using and its powerful, flexible scripting tool. Call scripts There are three types of call scripts in the : master scripts, primary scripts, and secondary scripts. There can be, at most, two master scripts per a local version and a network version. A master script can be partitioned according to the requirements of the contact center. For example, it may be the only script running on the system, or it may invoke primary scripts. A master script directs calls to primary scripts, based on conditions such as the Dialed Number Identification Service (DNIS), Calling Line ID (CLID), or Automatic Number Identification (ANI), as well as the time of day or other criteria as selected by the contact center. A master script has the following characteristics and functions: It acts as the entry point for all new calls that will be handled by Symposium Call Center Server: calls can come through multiple CDNs, but they will all have to be processed by the master script before being treated by other scripts. It acts as the traffic director: directs incoming calls and determines what to do with them. It acts as the scheduler for scripts: invokes other scripts, called primary scripts, according to real-time contact center conditions. A primary script is a set of call processing instructions that relate to a particular call type, caller, or set of conditions, such as time of day or day of week. A primary script can route calls to appropriately skilled agents, or it can send the control of routing to a secondary script. Primary scripts can only be invoked by a master script. Each primary script has an application with the same name. Various applications are created to differentiate between how calls should be treated and reported. Information is collected and reported to give managers specific details about call types, callers, or conditions. For example, an application within the contact center may be Sales. Customers calling to inquire about sales will call into the Sales application. Within the Sales application, agents may have different skillsets such as Branch Sales, Consumer Sales, Regional Sales, Spanish Sales, etc. A secondary script is a set of call processing instructions that is referenced by a primary script. A secondary script can route calls to appropriately skilled agents, or it can send the control of routing to another script. Secondary scripts are not invoked from a master script. All activities for secondary scripts are tracked by the application associated with the primary script that sent the call to the secondary script. Script elements and expressions Master, primary, and secondary scripts are all created from building blocks called elements and expressions. Elements perform distinct functions, such as routing a call to a specific destination and playing music or recorded announcements to a caller. Expressions provide the means to group elements together. The elements and expressions are combined to create call routing schemes and treatments specifically designed to meet the business needs of the contact center and its callers. 6

Following are some types of call processing operations, performed by elements and expressions that can be created within call scripts: Queuing and prioritizing calls to a skillset Call routing (sending a call to a local or remote agent) Providing call treatments (recorded announcements, integrated voice response sessions, playing music) Playing voice menu prompts and waiting for the collection of digits Retrieving presented calls to reroute them Disconnecting calls Providing information to and retrieving information from the contact center s databases Scheduling when to perform certain operations (according to time of day, day of week, day of year) Script elements The foundation for the Symposium Call Center Server call processing can be found in script elements. Elements can be classified into four different categories: basic call processing elements, voice processing elements, host connectivity elements, and general elements. Following are descriptions of some of the elements that can be used to create call scripts unique to each contact center. Basic call processing elements These elements are used in defining call processing. They are used to apply different treatments to calls, such as looking for an available agent (locally or remotely) who is assigned with the skillset necessary to fulfill the call, or allowing a caller to hear a recorded announcement that states the caller s expected wait time. QUEUE TO This element can have different parameters depending on the functionality required. Some examples of the QUEUE TO element are: QUEUE TO SKILLSET For queuing a call to a specific skillset. QUEUE TO AGENT For queuing a call to a specific agent or list of agents, with a priority from 1 to 6. Call priorities define the order in which agents will answer calls: priority 1 is the highest level, and priority 6 is the lowest. Agents will be presented with calls assigned a priority 1 first, then priority 2, etc. GIVE MUSIC This element provides the caller with music from a defined music source, such as prerecorded music or general information on products and services. This is a simple and effective way to reassure callers that they are still in queue and have not been disconnected. GIVE RAN This element provides a recorded announcement to the caller. Recorded announcements are an effective way to assure callers that they will be serviced as soon as possible. If there is a specific announcement that should be given to all callers, such as the possibility of the conversation being recorded for quality purposes, then this element should be applied during the initial steps of a call script. GIVE BUSY This element provides a busy tone to a caller and automatically disconnects the call. This treatment may be appropriate in the event that there are more calls in queue than can be handled by the agents logged into the system. This treatment would avoid a long wait time and frustration for the caller. Voice processing elements These elements are utilized when employing voice processing technology such as Interactive Voice Response (IVR) sessions or playing CallPilot/Meridian Mail voice messaging prompts. GIVE IVR This element is used to allow a caller to enter an interactive voice response system or voice messaging system. This treatment furnishes callers with an automated method of entering and retrieving information from a voice system while maintaining their place in queue. Additionally, this treatment offers contact centers the option to remove callers from the IVR or voice mail when an agent becomes available (interruptible) or to allow the callers to complete the interactive session (non-interruptible) and then be presented to the first available agent. GIVE BROADCAST ANNOUNCE- MENT This element is used to broadcast an announcement to multiple callers (up to 5) at the same time via one CallPilot or Meridian Mail voice port. The announcement can be programmed in such a way that callers are required to listen to the entire announcement before being presented to an agent. This may be required if the announcement states that calls may be monitored for quality purposes. COLLECT DIGITS This element is used to collect information from the caller, such as the reason for the call or an account number. The digits are collected from the caller while they are connected to Meridian Mail or CallPilot, via ports. The collected digits can then be used within the script to route or treat the caller, or the digits may also be delivered to another application (Nortel Networksdeveloped or third-party), allowing the information to be used within the script. The third-party application can be programmed to populate an agent s computer screen via a screen pop. 7

Host connectivity elements These elements are required for a script to interact with third-party applications. For example, they may be used to send a caller s account number to a computer for data look-up and then receive the caller s account status, which could be used by the script to determine appropriate routing. SEND INFO This element is used to send data to a third-party application. SEND REQUEST This element is used to query specific data from a third-party application. GET RESPONSE This element is used to obtain the response pertaining to the SEND REQUEST element previously sent to a third-party application. General elements These elements are found within all scripts and facilitate script processing. QUIT This element terminates further script execution. EXECUTE SCRIPT This element is used to branch from one script to another; for example, from the master script to a primary script. WAIT This element is used to suspend script processing for a specific amount of time. IF-THEN This element is used in conditional situations. Script expressions Scripts are made up of elements and phrases that initiate call processing. Expressions give the the ability to create and compare data. For example, if the total number of calls waiting for a specific skillset is three times the total number of agents logged into that skillset, then the caller could be given a recording which states that heavy call volumes may delay servicing of the call. Expressions use mathematical operations such as addition (+), subtraction (-), division (/) and multiplication (*); logical conjunctions such as AND, OR and NOT; and comparisons such as less than (<), greater than (>), less than or equal to (< =), greater than or equal to (>=) and not equal (<>) to create customized calculations for comparing known facts with conditional situations. Intrinsics and variables Call scripts use intrinsics and variables to facilitate call flow and simplify script definition. Intrinsics Intrinsics are system-defined words or phrases that are used in scripts to represent a value or set of values. Following are some examples of intrinsics and ways they might be used in call scripting. EXPECTED WAIT TIME This value is a calculation of the average speed of answer of calls in a given skillset priority coming into the Symposium Call Center Server. An example of how this intrinsic is used is as follows: IF (AVERAGE SPEED ANSWER skillset_a > AVERAGE SPEED OF ANSWER skillset_b) THEN QUEUE TO SKILLSET skillset_b ELSE QUEUE TO SKILLSET skillset_a END IF The above lines of script state that if the average speed of answer in Skillset A is greater than the average speed of answer in Skillset B, then the call should be queued to the group of agents who have been assigned to Skillset B. If not, then the call should be queued to those agents who have been assigned to Skillset A. LONGEST IDLE AGENT The value is the agent ID of the agent in the specified skillset(s) that has been idle the longest. An example of how this intrinsic is used is as follows: QUEUE TO LONGEST IDLE AGENT list_a The above line of script states that the call should be queued to the agent in a predefined list of skillsets (List A) that has been idle for the longest period of time (determined by the idle time since the last call was disconnected, since the last status change, or since the agent was first logged in). TIME OF DAY The value is the current time of the day. An example of how this intrinsic is used is as follows: IF (TIME OF DAY = 8:..17:) THEN EXECUTE open_section ELSE EXECUTE night_section END IF The above lines of script state that if it is between the hours of 8: a.m. and 5: p.m., then the commands that should be followed can be found in a subsection of the script entitled open_section. If not, then the commands that should be followed can be found in a subsection of the script entitled night_section. CLID The value is the Calling Line Identification (CLID) of the current call. An example of how this intrinsic is used is as follows: IF CLID = 2146841 THEN QUEUE TO SKILLSET priority_skills ELSE QUEUE TO SKILLSET general_skills END IF 8

The above lines of script state that if the caller s CLID is 214-684-1, then the call should be queued to those agents who have been assigned to the Priority Skills skillset. If not, the call should be queued to the agents who have been assigned to the General Skills skillset. Script variables Script variables are user-defined, easily understood words or phrases that can be used in scripts in place of a value or set of values. The purpose of variables is to provide the system administrator with a way to write scripts using symbolic names instead of values and to allow the administrator to make any necessary changes to the variable values while the system is active. Variables are classified into two categories: global or call. Global variables have a value assigned in a table and can be used in multiple scripts. An example of a global variable would be a list entitled holidays for a calendar year that would include the dates January 1, December 25, and December 31. If dates need to be added or deleted from this list, the system administrator would simply change the variable within the variables table and it would automatically be updated and changed in all scripts using that variable. This saves valuable time for managers and supervisors who create and edit contact center scripts. Another example of a global variable would be the use of names rather than numbers for Dialed Number Identification Services (DNIS). Call variables have values defined on a call-by-call basis. These values are assigned and modified within a script. An example of a call variable is a customer account number collected through a voice processing session, as this would change for each caller referenced by the script. Activating call scripts Scripts can be made active or nonactive based on real-time conditions such as time of day, day of the week, or day of the year. The script writer might create a script entitled HOLIDAY, which would contain different parameters than normal workdays. This script would automatically be made active for those days of the year that the contact center designates as holidays. Call script conclusion The key to the Symposium Call Center Server call processing is the flexibility to create and control call routing and treatments based on real-time conditions, caller requirements, and agent skillsets. Call processing is completely customized to fulfill the demands of the dynamic contact center environment. Skill-based routing s skill-based routing provides efficient call handling and greater utilization of contact center resources by presenting calls to appropriately skilled agents and by allowing agents to handle calls from multiple call types. With skill-based routing, calls are presented to available agents who have the necessary skillset to service the callers requests. Calls can be simultaneously queued to multiple skillsets in the same Symposium Call Center Server location or multiple locations, using network skill-based routing. This flexibility provides contact centers with the maximum in call coverage and customer satisfaction. Skillsets and agents A skillset is a label applied to a collection of abilities or the knowledge of something, such as a product or department, which may be required of an agent to process a given call. The key is that skillsets are assigned to agents; agents are not assigned to agent groups, queues, gates, or splits. This allows agents to be defined as individuals, with individual capabilities and parameters rather than taking on the characteristics of a larger group. Other key attributes associated with skillsets include: Each agent can be assigned up to 5 skillsets. Agents are given a priority for each skillset to which he or she is assigned. Skillset priorities range from 1 to 48, with 1 being the highest priority assignment. Additionally, skillsets can be assigned a standby designation. A call that requires a certain skillset is given to the available agent with the highest priority for that skillset. Skillsets and call requirements The requirements of callers are determined by call scripts, which then determine the most appropriate skillset(s) to which the call should be directed. Callers skillset requirements can be based on the following criteria: Who the caller is: calling party information (CLID, ANI, NPA/NXX, or trunk route) What number the caller dialed: called party information (DNIS) When the caller calls: date or time of the call Call center conditions: system information (agent status or current number of callers waiting) Information that can be obtained from the caller, such as voice processing input (account numbers, invoice numbers, etc.) 9

Figure 3. Skill-based routing fundamentally differs in concept from traditional ACD. ACD routing Skill-based routing Type of caller is determined Identity of caller and reason is determined Platinum Customer Gold Customer Corporate Customer Key Customer Platinum Customer Gold Customer Corporate Customer Key Customer Average hold time = 1 minute Average hold time = 1.5 minutes Average hold time = 3 minutes Call gets routed with no special attention Average hold time = 2 seconds Average hold time = 35 seconds Average hold time = 45 seconds Customer's personal banker Platinum Queue Gold Queue Corporate Queue Gold/ Corporate Agents Corporate Card Agents Platinum/ Gold Queue Gold/ Corporate Queue Corporate/ Platinum Queue Complexity increases rapidly as new types of calls are added. Agents are specifically tied to a queue resulting in inefficient use of agent resources and difficulty reassigning agents on the fly. Platinum Card Agents Agents are no longer assigned to queues calls are routed based on individual skillsets. With skill-based routing, agents skillsets can easily be changed management is dynamic. As an example, call scripts may be set up in such a way that all calls that have dialed DNIS 23 are queued to agents assigned to skillset Customer Service, while calls that have dialed DNIS 24 are queued to agents assigned to skillset Sales. Skillset modes A skillset has three service modes: In-Service mode: This operation is used when the skillset is open to receive calls. Transition mode: This operation allows existing queued calls to be presented to agents, but the skillset will not accept any new incoming calls. For example, if the call center closes at 5:, it would be beneficial to place the skillset in transition, so that callers already in queue would be answered, and new callers would receive the defined night or after-hours treatment. Out-of-Service mode: This operation prohibits the skillset from accepting any new incoming calls, and routes existing queued calls to a predefined location or voice processing service based on business requirements. For example, this could be used for emergency situations wherein the contact center needs to be evacuated. Default skillset A default skillset is used to handle calls that have not been queued by the end of a call script execution. It is defined as a local skillset for the Symposium Call Center Server node in which it is programmed, and it will apply to all call scripts programmed on that node. Optionally, a recorded announcement can be defined for the default skillset to ensure callers are treated in the event the default skillset is in the out-of-service mode. Skill-based routing call processing Skill-based routing call processing is accomplished by writing call scripts. The goal is to perform intelligent call routing based on skillsets. Following are the three basic steps in skill-based routing call processing: The determines which skillset(s) are required for the call. 1

The queues the call to the appropriate skillset(s). This step is also done through call scripting by assigning QUEUE TO elements. If an agent is available, the call is delivered to the agent. If an agent is not immediately available, the call is queued to the required skillset, and treatments, as defined in call scripting, are given to the caller. The delivers the call to an appropriately skilled agent. The previous steps describe the basic options in skill-based routing call processing. However, the Symposium Call Center Server offers many choices to develop a routing solution that best meets the needs of both the contact center and its callers. For example, calls can be queued to more than one skillset simultaneously, they can be de-queued if not answered within a specified period of time, or they can be retrieved from an agent s ringing telephone set and queued to another skillset. All of these options increase the chance of calls being answered sooner while maintaining the contact center effectiveness by looking only for appropriately skilled agents. Queuing and presentation s dynamic call routing capabilities offer contact centers many choices to create a call flow unique to their business needs. When customized scripting and skill-based routing are combined with queuing and presentation preferences, contact centers can provide callers with innovative and superior customer service. Call queuing versatility provides queuing functionality to manage agents and facilitate the presentation of incoming calls to those agents for different contact center applications. For contact centers that have agents who are capable of supporting multiple call types, skill-based routing offers the ability to request agents based on ability (skillset) and availability. Agents can be assigned many skillsets according to their abilities and can thus service many different types of calls. For agents that handle only one call type at a time, always offers the ability for agents to be assigned to a single skillset. Figure 4. Skill-based routing invoked with a rich scripting language and prioritized on multiple dimensions enables an almost infinite variety of custom call treatments. Balances the workload Queue to skillset Customer Service, Sales, or Service Call presented to Agent X, since skillset A is the first skillset in the list with an idle agent and/or has the highest agent priority. Queue to skillset most idle agent: Customer Service, Sales, or Service Call presented to Agent Y since he has been idle the longest since the beginning of the interval. Queue to idle agent skillset longest idle agent: Customer Service, Sales, or Service Call presented to Agent Z since he has been idle the longest since the last activity. Customer service Sales Service Agent X: Idle time since last call = 1 seconds Agent Y: Idle time since last interval = 12 seconds Agent Z: Idle time since last call = 15 seconds When the need arises for a caller to speak with a specific representative, Symposium Call Center Server provides the ability to queue a call to an individual agent. For example, this functionality would allow a caller to be handled by the same agent the caller talked to previously, thereby reducing the caller s frustration at having to repeat their situation. Agent queuing versatility The selection of an agent to receive a call is based on agent availability and the amount of time agents have been available (idle). When agents are ready to take calls, upon logging in or completing a call, they receive calls according to their skillset assignments. The order in which idle agents are presented calls is based on agent priority assignment in a skillset, from levels 1 to 48, and agent idle time. Symposium Call Center Server provides contact centers with the option of selecting agents based upon the longest total time in idle state since login, longest time in idle state since last status change, or longest total elapsed time since last skillset call. Call presentation matches callers with agents Call presentation is the matching of available agents with incoming calls. Presentation is performed based on the requirements of a call and the service abilities of agents as defined by skillsets (qualifications). Priority assignments for calls and agents There are two sets of priorities that will affect queuing and call presentation. They are the priority with which an agent is assigned a skillset and the priority with which a call is queued to a skillset. For both types of priorities, the lower value of the number indicates a greater priority in presentation. 11

Agent priority within skillset The contact center manager or supervisor must assign a priority for every skillset assigned to an agent. Agents with higher priorities assigned for a particular skillset will receive calls for that skillset before agents with lower skillset priorities. Agent priority per skillset has a range of 1 to 48, with 1 having the greatest priority. For example, an agent assigned a priority of 1 in Skillset A could be considered highly proficient in servicing callers for that skillset. An agent assigned a priority of 48 in Skillset A could be a new employee learning how to service callers for that skillset. Call priority Priorities can be assigned to provide specialized treatment for different call types. This option allows calls with greater priority to be presented to agents before calls of lesser priority. Call priorities have a range of 1 to 6, with 1 having the greatest priority. For example, a contact center may have service level agreements with several customer groups and want to provide different levels of customer service based on those agreements. The contact center could designate call priorities based on each agreement type. Network skill-based routing Many contact centers have geographically dispersed locations or wish to decentralize a large contact center while appearing as one seamless organization to their callers. The solution for these complex applications is to create a virtual contact center. This virtualization allows calls and agents to be distributed and managed across multiple sites with the same efficiencies as if they were all located at a single site. Virtual contact centers use both public and private networks to send calls to the optimal location to achieve the highest levels of service and efficiency. Following are some of the significant benefits contact centers can achieve when employing this technology: Maximizing customer service by sending calls to the optimal location Providing flexibility in scheduling agents among sites Enhancing multi-site control by providing both real-time and historical network information for management use and analysis Eliminating manual administrative changes normally required to rebalance incoming calls and agent staffing Providing a contingency plan for disaster recovery With Nortel Networks Symposium Call Center Server, network skill-based routing is accomplished by routing calls from one node (location) to other nodes in the network. Calls are routed and queued based on the requirements of the caller and the abilities of agents to fulfill those requirements. A Network Control Center serves as the general administration center for the virtual contact center. It maintains a list of all sites in the network, enables centralized administration of network skillsets and routing tables, and delivers consolidated network reports. Network skillsets are configured centrally at the Network Control Center and propagated to each node to ensure that each has the same network skillsets. The network skillset is assigned to agents like any other skillset and is used in scripts in order to queue calls. Network call processing The first step in network call processing is to determine the skillset that is required by the caller. The required skillset can be based on CLID, DNIS, voice prompted entries, etc., and is identified during the initial elements of the associated call script. Agents are assigned to answer calls based on skillsets that define their abilities or knowledge level. They can be designated to answer calls for their location only, or they can also be assigned to answer calls from other locations. routes calls based on the requirements of the caller and agent availability. Networking finds the best location for the call to terminate. That may be the location where the call processing began, or it may be in another geographic region due to the time of day or availability of an agent. Following are the basic steps in network call processing: Calls are first directed to local skillsets to optimize local resources. When networked resources need to be utilized, the Symposium Call Center Server script will be written using a Queue To Network Skillset command, which points to a defined network skillset. Using the Wide Area Network (WAN), an agent reservation request is sent to the target nodes in an effort to locate an available agent. 12

Figure 5. i24 Internet Phone If an agent is available at the target site(s), that agent is placed into a reserved state, and a reserved message is sent back to the requesting site with instruction of where to send the call. After an agent is located and reserved, the call is then routed to the destination site and delivered to the reserved agent. With s network call routing, the costs associated with networking can be kept to a minimum because a full voice connection is not required until the networked call can actually be answered. In the meantime, the caller would hear music and announcements from the local node. Nortel Networks also offers voice over IP (VoIP) solutions for virtual contact centers. To bypass long distance toll charges, simplify management, and extend the full functionality of the contact center, calls can be routed across the IP network to agents located at other sites. With VoIP, companies can distribute their contact center applications to agents anywhere at branch sites, other corporate locations, and home-based offices while still providing a seamless experience for customers. This is made possible with and the Succession 1, Meridian Internet Telephony Gateways (ITG), and/or Remote Office products. These solutions convert voice traffic into IP packets for transmission over IP networks. Agent/supervisor call handling features Nortel Networks Symposium Call Center Server offers easy-to-use contact center technology and brings a full array of features and functionality to every answering position. Both agents and supervisors use flexible Meridian digital telephones with built-in displays, add-on modules, optional data adapters, and connections to allow a choice of using a headset or handset. Additionally, IP telephones such as the i24, i22, and i25 software phone can be used by agents and supervisors in an IP contact center environment. offers agents and supervisors the maximum in flexibility to handle callers needs and requests efficiently. Agent and supervisor features allow contact centers to deliver professional service required to build ongoing relationships with customers. Agent telephone set features Agent telephone sets are predefined in the Meridian 1 PBX or Succession 1 with an InCalls key that is programmed to receive incoming skillset calls. When available to take contact center calls, agents are required to log into the system by pressing their InCalls key and entering their specific agent identification (Agent ID) code. Attributes such as skillsets, priorities, and call handling information are then assigned, which allows call processing to begin. Agents that use single-line telephones (5/25 sets) are also required to establish availability to receive incoming calls by following a login procedure. They complete the login procedure by dialing a series of feature access codes. Agent queuing Upon logging into the Symposium Call Center Server, agents are identified as idle for the skillsets that are marked as active in their agent profiles. This action makes them available to answer calls that require those skillsets. Agent priorities When agents are assigned skillsets, they are also assigned a call answering priority within those skillsets. The priorities range from 1 (highest priority) to 48 (lowest priority). This allows agents that are more skilled in a certain area to take calls for that skillset before a less-skilled or standby agent. For example, a contact center that takes support calls may have agents that are skilled in different areas. If an agent is expertly skilled in answering softwarerelated questions, he or she would be assigned to the software skillset with a priority of 1. However, that same agent 13

can answer hardware-related questions, but not with the same expertise as software. In this case, he or she also may be assigned to the hardware skillset with a somewhat lower priority, perhaps level 5. Agent priorities give the contact center the advantage of offering the best call coverage to customers. Priorities offer agents an opportunity to learn a new skill without being besieged with calls. It can also allow contact centers to include staff that might not normally take calls, but could do so in the event of an increase in call volume. Breaktime In some contact centers, agents may require a specified time between calls to complete post-call processing. The Breaktime feature is a timer that can be used to provide agents with a delay before the next call is presented. During the delay period, agents can complete necessary paperwork without being presented with another call. Offering agents a delay between calls ensures that new callers are not placed on hold while the agent completes the previous caller s information. Alternate Call Answer The Alternate Call Answer feature allows agents to quickly switch from personal directory number calls to skillset calls. Call handling features The following features facilitate agents in servicing callers: InCalls Incoming contact center calls are presented to agent telephone sets via an InCalls key. This predefined key enables agents to quickly identify the call as a skillset call and provide the high level of service expected by the caller. Agent Personal Directory Number Sometimes agents are required to call customers to confirm orders or relay some important information. For this reason, each agent is optionally configured with a personal directory number to make or receive non-skillset related calls. This gives the contact center and its customer service representatives the advantage and capability to provide essential customer satisfaction. Not Ready The Not Ready feature ensures that agents only answer calls when they are fully prepared. By pressing the Not Ready key, agents are allowed to process post-call information without interruption. Pressing the Not Ready key will disconnect any active call that the agent is on. If the Not Ready key is pressed while a call is ringing at the agent s telephone set, the call will be returned with the highest priority to the queue(s) of the skillset(s) to which that call was originally queued. Any time spent in Not Ready or post-call processing will be identified in management reports and real-time displays, enabling supervisors to keep track of the amount of time spent on activities not related to a skillset call. Make Busy Activation of the Make Busy key prevents an agent from receiving any calls whether skillset or calls to their personal directory number. It is utilized by agents to log out for breaks, lunch, or end of shift/day. The Make Busy key can be activated while a call is in progress and, as soon as the call is completed, the agent is logged out. Activity codes In some contact centers it is important to understand how agents are spending call processing time. Agents can enter activity codes related to the different functions they perform. Functions might include taking orders, dispensing information, or answering product questions. Managers can then access reports related to these activities. The reports contain information such as the total number of calls in which the specified activity was recorded. Activity code reports allow managers to feed necessary information to other parts of the business organization. For example, if a manager evaluates incoming calls on a recent product release, this information can be delivered to the product and sales teams so that solutions can be created to either eliminate the customer query or better prepare the agents for calls. To record an activity code during an active incoming skillset call, agents simply press a specified Activity Code key and enter a 1- to 32-digit code related to the function they are performing. Multiple activity codes can be entered during a single call; therefore, as the call changes from a product inquiry to an order, the time spent related to each function is recorded. A default activity code can be defined for each skillset. If an agent does not record an activity code for a call, the amount of time spent will be recorded against the default activity code defined for the skillset. 14

Not Ready Reason Codes Agents also can enter Not Ready Reason Codes to explain why they have entered into a Not Ready state. This information is then communicated in real-time displays that the supervisor can monitor and use to manage the performance of the contact center. The actual reason associated with the code appears on the display (for example: lunch, training, break, etc.) so that supervisors can easily determine what activities agents are conducting while in this state. Not Ready Reason Code information also can be found in Symposium Call Center Server s historical reports. Supervisor key There may be times when agents will need the assistance of a supervisor to further support a caller s needs. By pressing the Supervisor key, an agent can contact his or her supervisor instantly for consultation. If the agent is on an established contact center call, pressing this key will place the caller on hold and initiate a call to the supervisor. After the supervisor answers, a three-way conference can be established with the agent, supervisor, and caller. The Supervisor key is also used to answer a call that is initiated from the supervisor to an agent. When the telephone set is ringing and the Supervisor key is illuminated, the agent knows that the call is from the supervisor and can respond appropriately. Emergency key An agent who is confronted with an emergency or threatening call can alert his or her supervisor immediately by pressing the Emergency key. Activating this key does not place the caller on hold. Information about the call is automatically printed on a maintenance terminal, and the supervisor is alerted by a corresponding Answer Emergency key on his or her telephone. If the contact center is equipped with a recording device, the call can also be recorded for follow-up investigations. Automatic Answer Automatic Answer, also called call forcing, maximizes the amount of time agents spend addressing customers needs by minimizing the time between calls. This feature can be defined for multiple agents or it can be implemented at the individual agent level. When an agent has completed a call, the next call can be automatically connected without the agent pressing any keys. A delay timer (from seconds to 5 minutes) can be established to allow the agent to prepare for the next call and to allow thirdparty applications to display the necessary information on the agent s terminal before the agent is connected to the next caller. Automatic answering of calls delivers better service to customers as their inquiries are answered without unnecessary delay. It also increases the overall efficiency of the contact center by processing calls without inconsistent delays. Return to Queue on No Answer If an agent walks away from the telephone, the Return to Queue on No Answer feature offers the means to send a call that was sent to the agent s telephone back to the queue after a predefined amount of time. This safeguard ensures that calls will always be answered with optimum efficiency. When a call is returned for queuing, the agent s telephone is placed into either the Not Ready or Make Busy state (as defined by the system administrator) to prevent additional calls from being sent to the telephone. Supervisor telephone set features To handle calls with optimum efficiency, agents must have quick access to supervisors for answers to questions and help in emergencies. Following are some of the additional contact center telephone set features available to supervisors: Call Agent The Call Agent key allows a supervisor to call an agent in an effort to establish communication. After pressing the Call Agent key, a supervisor can call the agent by pressing the associated Agent key or by dialing the agent s position ID. The agent is alerted that the call is from a supervisor because the Supervisor key is illuminated. Answer Agent If an agent requires assistance from his or her supervisor, the Supervisor key can be pressed. The call rings on the supervisor s telephone at the Answer Agent key. With a quick glance, the supervisor knows that the call is from an agent. Answer Emergency When an agent presses the Emergency key, the supervisor s telephone emits a continuous tone and the Answer Emergency key flashes. The supervisor can then connect directly to the agent and the caller by pressing the Answer Emergency key. Agent Observe While a supervisor has several methods of monitoring how quickly each agent works, one of the best ways to evaluate and improve agent-caller relations is to monitor calls in progress. The Agent Observe feature enables a supervisor to listen to an agent s conversation with or without being heard by the parties on the call. An optional tone is available to alert the agent and, if desired, the caller that the call is being monitored. The observing supervisor can also join the call and establish a three-way conference. 15

Figure 6. Symposium Call Center Web Client The contact center team can access this complete set of management tools either through desktop clients with a Microsoft Windows interface or via a widely used Web browser, Microsoft Internet Explorer. The browser-based option Symposium Call Center Web Client can enable contact center managers to be even more efficient. The thin client solution is faster and easier to implement and maintain, because the client software is housed centrally on a single server, eliminating the need to install, patch, and upgrade individual desktop clients. This yields significant savings in time, effort, and money. Moreover, managers can take advantage of s superb management tools, real-time displays, and historical reports from almost anywhere to help make better business decisions and respond more quickly. Administering Symposium Call Center Server Contact center management The comprehensive management and reporting tools of Symposium Call Center Server can help contact center managers run their contact center more effectively and efficiently than ever. Supervisors can accurately track contact center performance and the level of support provided by an individual as well as a group of agents. The system s real-time and historical reporting makes it easy to determine when and how to adjust staffing levels during peak periods and to forecast business needs and human resources requirements over the long term. Security management ensures access to services and resources based on predefined user profiles. Users are defined by their capabilities and their privileges. The capabilities assigned determine what is available for use during a Symposium Call Center Server session. A single interface allows administrators to configure users according to their function in the contact center. The following assumptions help to distinguish the different users in the system: Agents answer calls Supervisors manage and monitor agents. They use PCs to configure and monitor contact centers and also require telephone sets to monitor agents, answer calls, and respond to emergency requests. Administrators or contact center managers configure and administer contact centers. They use PCs for configuring and managing but may not require contact center telephone sets. Administration Managers and supervisors use the s administrative abilities to define contact center configurations. The following items are some of the parameters defined within configuration management: Call scripts Skillset definitions Agent definitions Supervisor definitions 16

Meridian 1/Succession 1 resources Real-time display information Data collection information for reports Creating classes Throughout the Symposium Call Center Server management interface, information common to multiple resources (agents, skillsets, routes, IVR) can be grouped together and configured once. This process is called creating a class. A single class can be applied to multiple resources, which can significantly reduce the time required to assign user privileges and system parameters. The types of classes that can be created include the following: Agent Call Presentation classes define agent call handling parameters. (For example, the call force timing parameter, return to queue on no answer, and the break time timing parameter.) Agent Threshold classes define acceptable times for agent call processing conditions. (For example, the acceptable length of time for an agent to be active on a skillset call or the acceptable length of time for an agent to be in the Not Ready state.) Two levels of thresholds can be defined for the multiple agent states. This information is displayed in supervisor real-time displays, and relevant statistics are highlighted when thresholds are met or exceeded, alerting the supervisor to potential problem areas. Skillset Threshold classes define acceptable times for skillset call processing conditions presented in real-time displays. This information reflects a contact center s overall operating objectives. The following sections discuss some of the various screens related to implementing scripts, skillsets, agents, supervisors, and network parameters: Administering call scripts Call scripts are tailor-made contact center applications that contain call routing and treatment instructions to define the handling of individual calls. Call scripts use a set of user-friendly commands to create various call routing schemes and treatments unique to the requirements of the contact center. During the call script creation, contact center managers work closely with the script writer to build powerful contact center applications. The script writer uses the Script Manager and Script Editor tools of the Symposium Call Center Server to create and manage the call scripts. Script Manager The Script Manager contains a listing of all of the scripts in the system. Included with the system are standard script segments that can be copied and pasted into master, primary, and secondary scripts. This tool affords management ease and adaptability when administering call scripts. Figure 7. Script Editor Script Editor In the Script Editor, administrators create, edit, validate, and activate the scripts that generate call processing for their contact center. This section provides a text-based editor for customizing the unique call scripts. Also available is a listing of scripting variables which gives the administrator the ability to view and select available script elements, variables, events, intrinsics, and operators for pasting into call scripts during configuration. The script elements are grouped according to their classification as basic call processing elements, voice processing elements, host connectivity elements, and general elements. The listing consists of all configured variables and allows the administrator to browse quickly through the entire table. 17

Figure 8. Skillset Configuration Defining skillsets A skillset is a label that is applied to a collection of abilities or the knowledge of something, such as a product or department, which may be required of an agent to handle a given call. Skillsets are configured in the system and used in call scripts to send a call to the appropriate agent or group of agents. In agent configurations, skillsets are used to identify the agent s unique ability to handle specific product or service calls. When defining skillsets, the system administrator enters general information such as the skillset name and default activity code, and call presentation specifics such as the prioritizing of calls. The figure on the left gives an example of the Skillset Configuration page. Figure 9. Contact Center Management Agent Details Configuring agents and supervisors When agents and supervisors are created in the, their role in the contact center is defined by the capabilities and privileges that are assigned to them. When an administrator configures an agent or supervisor, a number of attributes are associated with the user such as: Phoneset, Call Presentation, Thresholds, Skillsets, and Supervisor. When agents are trained to take calls from more than one call type, there may be a need for the agents to call on multiple supervisors for assistance. Therefore, agents are assigned a primary supervisor and can also be assigned an associated supervisor. This powerful functionality provides agents with the comfort of knowing that supervisory assistance is always available. Agent configuration In contact center management, either the system administrator or supervisor can create an agent or change an existing agent. The following properties can be assigned: General properties Used to identify items such as the agent s name, language, department, title, and comments. 18

Phoneset properties Used to identify items such as the agent s phoneset login ID and personal directory number. Call presentation properties Used to identify items such as the agent s call presentation class (this class assigns preferences that determine how calls are to be presented to the agent). Threshold properties Used to identify the Threshold Class that is used for the agent (this class assigns call handling timers for specific call processing states, such as active on a skillset call, and allows the items to be displayed in real-time displays with highlighting to indicate a potential problem to the supervisor). Skillset properties Used to assign the agent to answer calls for specific skillsets. The agent is also assigned a priority from 1 to 48 or standby in each of the skillsets. Supervisor properties Used to assign a primary and secondary (associated) supervisor. See the example of the Agent Details page. (See Figure 9 on previous page.) Supervisor configuration Supervisors are responsible for managing a group of agents. The system administrator assigns supervisor capabilities which allow agents to be assigned to them. For each of the assigned agents, supervisors: Are notified when an agent presses the Emergency key Have agent keys configured on their phonesets Can monitor their agents conversations Can change agent properties, such as the agent s language, call presentation, and skillset priorities Can create, edit, and schedule agent to supervisor assignments and agent to skillset assignments With the Symposium Call Center Web Client, supervisors can choose to view all agents in their real-time displays, or they can apply filters to the displays to show only a subset of the agents assigned to them. Likewise, they can also create userdefined reports in Historical Reporting, and apply selection criteria to show only a subset of the agents assigned. Real-time displays s real-time displays provide supervisors and administrators with up-to-date status information regarding the performance of the contact center and its resources. The real-time display is a monitoring tool that allows contact center managers to query and display real-time contact center data. These displays provide continuous information regarding the dynamic conditions of the contact center, including agent and call activities. The availability of this data is essential in enabling managers to quickly respond to changes in call activity. By reacting to these always-changing conditions, contact center managers can make better use of their resources and provide the highest quality of service to their customers. real-time display capabilities The contact center supervisor or administrator has the ability to use standard (predefined) display definitions. There are a number of standard real-time display definitions. They are related to agents, applications, IVR, routes, skillsets, and contact center summaries. Supervisors can quickly scan the display to identify positive or negative trends in the call handling workload. Any values that exceed pre-defined thresholds are highlighted in the displays. Supervisors can even choose colors to represent different exception levels. Supervisors also can personalize the standard displays in order to view the information that is the most critical to their business needs. They can apply color schemes, add custom formulas, and insert or remove statistics columns. They can also apply filters to most of the real-time displays. Real-time data can be presented in whatever format works best graphical, tabular, or a combination of the two to help managers react immediately to changing circumstances. They have the information they need to adjust skillsets and staffing levels, or reroute calls to deploy other networked resources all with the goal of maintaining the highest levels of customer service and agent satisfaction. also offers a choice in how real-time information is going to be viewed either as a moving window or an interval-to-date view. Moving window view This view uses a moving window where the statistics are collected and kept for a fixed length of time (1 minutes). This view always represents the last 1 minutes of activity. 19

Figure 1. Real-Time Displays Agents Interval-to-date view This view allows the collection of statistics to continue for a configurable interval length. The interval length can be set to as low as 15 minutes and as high as 24 hours. When the interval is completed, the statistics are set to zero and the collection starts again for the next interval. Supervisors choose how often their displays update. Skillset information can be refreshed as often as every two seconds. Agent-related displays can update as often as every.5 second. On the left are two examples of real-time displays. The first screen represents agent information, and the second screen represents a collection of tabular and graphical real-time displays. Figure 11. Real-Time Displays Collection Agent desktop displays Symposium Call Center Web Client includes agent desktop displays that enable agents to keep an eye on their current performance statistics and see how they are contributing to the overall effectiveness of the contact center. An agent can see up to 21 statistics for each of his or her assigned skillsets, in either a one-line or tabular format. Management reports Flexible management reports provide contact center managers with the detailed up-to-date information needed to administer the contact center effectively. offers management reports to identify immediate concerns or to provide a historical perspective. Reports can focus on a selected timeframe or on specific components such as agents or skillsets, providing the information for managers to measure and manage contact center productivity. Symposium Call Center Server s reporting capabilities can help measure system performance, assess staffing requirements, control operating 2

Figure 12. Call by Call Reporting costs, generate additional revenues and, most importantly, enhance service to callers. offers more than 7 standard report templates that supply managers with the ability to analyze items such as skillset activity, agent performance, or the demographics of a specific customer area and much more. By knowing the capabilities of the contact center and staff, supervisors and managers can respond more effectively to changing conditions and adjust workloads and work flow to provide better customer service and offer encouragement to contact center agents. Historical statistics The management information component of provides overall management of historical statistics such as the number of calls an agent took during a specified time frame, the number of calls that abandoned before an agent became available, or the option to follow and report on a call from the point it enters the system to the time it is disconnected (call-by-call information). The management functionality can be broken down into three basic components: collecting historical information, maintaining historical information, and accessing the information that has been stored. Collecting historical information allows the administrator to select the type of historical information to be stored in the database. Information is collected based on groupings of similar data such as skillset statistics, agent performance statistics, route statistics, DNIS statistics, and callby-call statistics. These statistics are selected by the administrator for collection so that the contact center managers are able to choose the information that offers the most value to their operating environments. Maintaining historical information The historical information that is collected can be stored on the call center server for durations that are decided by the administrator. These selections are easily defined in terms of days, weeks, or months. For example, the administrator enters the maximum number of days that interval data is kept or the maximum number of months that monthly data is kept. Choosing the duration of how long historical data is kept enables managers to compare past and current report information and identify historical trends to make forecasts for the future. Forecasting is especially helpful for predicting changes in contact center traffic. For example, if a retailer s annual summer sale traditionally brings higher call volumes, detailed reports can help the center prepare for future sales. Similarly, tracking seasonal business trends makes it easier to manage staffing requirements from one year to the next. When accessing the Historical Statistic Configuration screen, the administrator is advised of the actual disk space used for the historical database and the estimated required disk space for the configuration that has been chosen. Accessing historical information Historical information is accessed by generating management reports. These reports can help managers run the contact center more effectively and efficiently than ever. Managers and supervisors can accurately track contact center performance and the level of support provided by an individual, as well as a group of agents. s historical reporting makes it easy to forecast business needs and human resources requirements over the long term. These standard reports can help managers analyze contact center activity, traffic fluctuations, agent performance and work characteristics, usage of contact center resources, and network performance. With detailed information as a guide, managers can respond effectively to changing conditions by adjusting workloads and work flow. 21

Figure 13. Application Delay Before Answer Report Application Delay Before Answer Site Name: BRAMPTON Report Interval: :: 1 June, 23 - :: 1 July, 23 The standard reports are grouped into three categories: historical reports, configuration reports, and network reports. Table Name: mapplicationstat Skillset Calls: Offered 54 Answered Answer Delay Maximum Maximum Delay Average After Threshold Answered Delay at Skillset Answer Delay at Skillset Answer Delay GRAND TOTAL 51 :6:19 :6:19 1 :2:34 :2:34 ::7 Historical reports The historical reports provide information related to the statistics, activities, and performance of the contact center. These reports measure contact center performance and are organized according to the type of statistics that are found within them. Most of these reports are available as interval, daily, weekly, or monthly summaries. The four report categories are: application reports, skillset reports, agent reports, and resource reports. These categories are described below with descriptions of some of the standard reports that can be found within each category. Application reports The application reports measure the performance of applications defined in the system. An application is equivalent to any script that is labeled as a master or primary call script in the Script Manager display. Information is collected and reported for applications to give contact center managers specific call flow details, including call types, callers, or conditions. Application Performance Report The Application Performance Report provides an overview of calls answered, delayed, abandoned, and service level percentage based on calls that were routed to the specified application (call script). This report can be particularly useful in determining how efficiently specific call types and callers are being serviced. By showing the volume of calls answered in a given period along with the average delay callers experienced, the report can identify the level of service for a specific type of call or activity customers have received. Application: Client_Inquiries_script Number of Calls Summary: 54 Answer Delay Spectrum: Client_Inquiries_script 6 1/23 Application Delay Before Answer Report The Application Delay Before Answer Report focuses on application performance from the customer s point of view, indicating how long callers wait before being connected to an agent. The agent could be answering calls in any number of skillsets. These statistics include all skillset calls for selected applications. It also displays if the delay was after the call was presented to the skillset. By keeping delays to a minimum, the contact center exhibits respect for the value of callers time and inspires a level of confidence that will bring repeat business. Application Delay Before Abandon Report The Application Delay Before Abandon Report gauges service quality by indicating how many callers hang up (abandon) before reaching an agent. The spectrum shows how long callers typically wait before abandoning, whether they abandoned before or after the threshold, and the percentage of calls that abandoned. 51 1 :6:19 :6:19 :2:34 :2:34 ::7 4 8 12 16 2 24 28 32 36 4 44 48 52 56 6 8 1 12 14 16 18 2 22 24 26 28 3 42 54 >6 2 6 1 14 18 22 26 3 34 38 42 46 5 54 58 7 9 11 13 15 17 19 21 23 25 27 29 36 48 6 Delay Intervals ---> 54 Application 54 C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\MM-APP4.RPT Printed By: Kevin 3/7/23 2:48:35 PM 54 :6:19 :6:19 1 51 :2:34 :2:34 ::7 51 :6:19 :6:19 1 :2:34 :2:34 ::7 GRAND TOTAL 51 :6:19 :6:19 1 :2:34 :2:34 ::7 Page 1 of 1 With a greater awareness of customer tolerance levels, contact center managers can adjust call scripts to provide quicker service, offer recorded announcements more frequently, or offer callers the option to access an interactive voice processing system. These choices assure customers that they will be answered and serviced promptly. Application Call Treatment Report The Application Call Treatment Report shows summary performance information on the handling of each call associated with a particular application. The Application Call Treatment Report displays multiple treatments that can occur within the application and the number of calls that received the specified treatments. The report records the number of calls answered, abandoned, offered, routed, and disconnected within the application. This report measures other treatments within the call script, including commands such as Give Busy or Disconnect. Managers can keep an accurate count of the number of callers that receive specific treatment and service. 22

Skillset reports The skillset reports measure the performance of skillsets defined in the system. A skillset is a label that is applied to a collection of abilities or the knowledge of something, such as a product or department, which may be required of an agent to handle a given call. An application can have one or several skillsets associated with this call activity. Skillset Performance Report The Skillset Performance Report provides an overview of call handling performance within each identified skillset. The report lists the total calls answered by live agents for the assigned skillset, the number and percentage of calls that were answered after a predefined threshold, the maximum delay experienced by calls that were answered, and the total time all agents were busy servicing calls to the skillset. By indicating the volume of calls and delay times experienced by callers along with the amount of time agents were busy Figure 14. Agent Performance Report Site Name: BRAMPTON Table Name: wagentperformancestat Logged In Time Avg ACD/ Skillset NACD DN Talk Time Talk Time TalkTime Not Ready Time Break Time Ring Time Agent Performance Waiting Time Walk away Time servicing calls to the skillset, the report indicates whether or not the skillset has the required number of agents equipped to service callers. If a particular skillset is not performing well, the contact center manager may investigate further within agent reports. Agent Reports The Agent Reports measure the performance of agents defined in the system. The focus is on answering performance and work characteristics of individual agents. Contact center managers can manage more effectively by understanding the capabilities of the contact center staff. Agent Performance Report The Agent Performance Report tracks agents call handling activities for incoming calls, drawing attention to activities that should be rewarded or weaknesses that may need to be addressed. Comparisons can be made in terms of overall productivity, measured by the time N/W Time Report Interval: :: 1 June, 23 - :: 29 June, 23 Skillset Ans'd Calls Present'd Resrv'd Time Resrv'd NACD ACD/ N/W Ans'd fo Call Ans'd Short Calls Ans'd DN Calls Return Calls From Conf Trans To Time Out Out Que Out Agent Name & ID: Jon Carlos - 33184 13:55:48 :12:58 :: :2:38 34 :: :: :27:8 :: 5 :3:5 35 11 12:4:12 :: 1 Avg Skillset Talk Time: ::23 :12:58 :: :2:38 5:49:5 34 :: :: :: 5 ::41 1 :26:47 35 5:6:33 :: 1 6/2/23 Avg Skillset Talk Time: ::23 % Work: 11.36 :: :: :: 6:7:24 :: :: :: ::58 6 ::13 6:4:31 :: 6/9/23 Avg Skillset Talk Time: :: % Work:.6 :: :: :: 1:58:34 :: :: :: :28:26 4 ::8 1:29:8 :: 6/23/23 Avg Skillset Talk Time: :: % Work:.11 :: :3:5 :27:8 :: :: :: 5 13:55:48 :12:58 :2:38 12:4:12 :: 35 34 11 1 Agent Avg Skillset Talk Time: ::23 % Work: 4.8 % Work: 4.8 agents spend at their positions and how often they are busy during a shift. However, agents should only be compared with other agents who have similar skillset assignments and priorities, because different call types may offer different service levels. Average call lengths can also be an important indicator of an agent s rapport with customers. With a continued focus on customer support and service level, this report is an invaluable tool to ensure that agents project a positive image. Agent by Application Performance Report The Agent by Application Performance Report shows summarized agent performance data for each application under review. It details performance statistics such as the total number of calls answered, total time spent servicing contact center callers, and average call length. This report is an indicator of agent performance within an application. Agent by Skillset Performance Report The Agent by Skillset Performance Report shows summarized agent performance data for each skillset under review. The report details performance statistics such as the total number of calls answered, total time spent servicing contact center callers, and average call length. This report is an indicator of agent performance within a skillset. It helps managers identify agents who may have difficulty with a specific skill. It can also highlight agents who are in need of additional training or reassignment to a different skillset. Agent DN Performance Report The Agent DN Performance Report shows the amount of time that agents spend on their personal directory numbers (DNs). C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\WM-AGT1.RPT Printed By: Kevin 2/7/23 5:45:41 PM Page 5 of 9 23

Figure 15. Not Ready Reason Code Report The Agent DN Performance Report records incoming and outgoing information including the total number of DN calls and the average amount of time spent on DN calls. It also compares internal and external DN call activity. Agent Performance Calls Answered/Top 5 Report The Agent Performance Calls Answered/ Top 5 Report is a daily report that gives contact center managers a listing of the top five agents according to the total number of skillset calls answered. Agent-specific time summaries such as total logged in time and Not Ready time are compared to a group average. Managers can track performance and may offer incentives based on agent appearances in this report. Agent Performance Calls Answered/Bottom 5 Report The Agent Performance Calls Answered/ Bottom 5 Report is a daily report that produces a listing of the bottom five agents according to the total number of skillset calls answered. Agent-specific time summaries such as total logged in time and Not Ready time are compared to a group average. Agents who appear frequently on this report may need assistance or further training to enhance call handling productivity. Agent Login/Logout Report An agent s workday is framed by his or her login and logout times. The Agent First Login/Last Logout Report shows the first login time and last logout time of each agent for the day. It can be used to calculate how much time agents spend at their stations during the day. This may be used by payroll staff in determining the total hours worked. Estimated Revenue by Agent Report The Estimated Revenue by Agent Report indicates to the contact center an estimate of how much revenue has been generated by agents based on the number of times a 24 specified activity code is recorded. The end user can set the dollar value for the activity. This report can be useful in contact centers that offer incentives based on revenue produced. Activity Code by Agent Report The Activity Code by Agent Report allows contact center managers to determine how agents are spending call processing time. The report details how much time agents spend associated with a specific activity and which activities they consistently use within an interval. With Activity Codes Reports, managers can draw inferences about how agents are spending their time; for example, taking orders, dispensing information, or answering questions. These reports also enable managers to track a line of business by measuring the activity of the business. Not Ready Reason Codes by Agent Report The Not Ready Reason Codes by Agent Report allows contact center managers to track activities performed by agents while in the Not Ready state (for example: lunch, break, training, etc.). This report details the amount of time spent associated with each Not Ready activity.

Resource Reports The Resource Reports analyze the performance of the resources. These resources are trunks, routes, interactive voice response (IVR) queues, Dialed Number Identification Services (DNIS), Meridian 1/Succession 1 Control Directory Numbers (CDNs), music sources, recorded announcements, and call-by-call statistics. IVR Queue Statistics Report The IVR Queue Statistics Report details the performance of interactive voice response queues in the Symposium Call Center Server. It is especially useful in understanding call volumes and any delays callers may have experienced when attempting to access the interactive voice response system. If a contact center manager determines that callers are waiting too long in an IVR queue, then further action may be taken to equip the IVR with more ports. IVR Port Statistics Report The IVR Port Statistics Report provides detailed information about specific IVR ports used within the contact center. For each port specified, the report shows the total number of calls answered, conferenced, and transferred. The report also details the time that the port was available to take calls and how much time was spent waiting to receive a call. This is a useful tool to determine if a specific port may be causing poor performance within an IVR queue. CDN Statistics Report A Control Directory Number (CDN) is a number that is configured in the Meridian 1 or Succession 1 as the entry point for calls into the Symposium Call Center Server. There can be multiple CDNs configured in the Meridian 1/Succesion 1, all of which can be associated with the master script. The CDN Statistics Report details call volume information for the control directory numbers associated with the contact center. The report displays the total number of calls offered to the contact center and the total number that were answered. Also, terminated and abandoned call information is reported here. Call-by-Call Statistics Report The Call-by-Call Statistics Report provides detailed information on a per-call event basis. When the system administrator enables the Call-by-Call reporting option, information can be collected on all of the events that occur for a call from the time the call enters until it leaves the Symposium Call Center Server. Call-by-Call statistics can be collected for specific types of events by defining the historical collection properties. With guidance from these reports, contact center managers can fully understand every step that a call encounters from the time it is presented to the Meridian 1/ Succession 1 to the time that it is released. Configuration Reports Configuration Reports provide essential information on all contact center staff and resources and provide references for updating records. Following are descriptions of some of the configuration reports. Agent Position ID Report The Agent Position ID Report lists each agent s name, login, position ID, and personal DN (if applicable). Historical Statistics Collection Properties Report The Historical Statistics Collection Properties Report lists all the items for which data can be collected in the and states whether or not the option is selected for the type of historical data to be collected. Historical Statistics Duration Properties Report The historical data is collected and maintained for periods of time that are decided upon by the system administrator. The Historical Statistics Duration Properties Report shows each time period and the duration that statistics are kept for that time period. In addition, it displays the storage duration for event data. Historical Statistics Storage Properties Report The Historical Statistics Storage Properties Report provides a listing of the allocated disk space for historical data storage. The allocation of space is dependent upon the size of the disk drive. Supervisor Properties Report The Supervisor Properties Report lists all of the supervisors and information about them such as name, the class that was used to define the thresholds, and the supervisor. It includes Meridian 1 or Succession 1 port information, personal directory number, login information, and a line of comments. All of the agents that are assigned to the supervisor, either as a primary or secondary supervisor, are listed with the supervisor on this report. 25

Agent Properties Report The Agent Properties Report provides a listing of each agent and information about the agent that falls into the following categories: general information, agent call presentation information, supervisor information and phoneset information. General information includes class, department, and title. Agent call presentation information includes the options selected to present calls to the agent. Examples are call forcing, Return to Queue on No Answer, and Breaktime timer. Supervisor information displays the agent s supervisor(s). Phoneset information lists the Meridian 1 or Succession 1 port information and the personal directory number. Telephone Display Properties Report With the, the system administrator is able to configure the order in which information such as skillset name or CLID and the calling party s name is displayed on agent telephone sets. The Telephone Display Properties Report lists the configured display types, the width of the display, and the number of rows in the display. CDN Properties Report The CDN Properties Report lists the Meridian 1 or Succession 1 Control Directory Numbers and the names that have been assigned to them. Activity Code Properties Report The Activity Code Properties Report lists all of the activity codes and their assigned names. It also displays the name assigned to the Not Ready Reason Codes. Network Reports Network reports provide consolidated information on the statistics and performance of multiple locations. Customizing and scheduling reports In addition to the many standard reports that the has to offer, contact center managers can create their own customized reports with the purchase of an industry-standard, SQL ODBC-compliant report writer, such as Seagate Software Crystal Professional. Managers can customize the standard report templates to their own needs and save the reports to be used as often as necessary. Customization allows managers to concentrate only on the information that is of priority to them. When displaying the standard reports, customized reports can be imported to display in the standard report list. From there, these reports can be scheduled in the same manner as the standard templates. These reports can be scheduled for printing at specified times and recurring intervals. For example, a supervisor may want an Agent Performance Report for all agents printed at 6: p.m. every day, or a manager may arrange for the Skillset Performance Report to be available every Monday at 9: a.m. Reports may be saved through the client scheduling function in different formats, including HTML, so that a report can be posted on a Web page for access by anyone. Open standards offer flexibility Nortel Networks Symposium Call Center Server manages its historical data in a relational database. This means that open access to the database can be provided through a standard universal data access interface (Open Database Connectivity - ODBC) and a standard language that allows data to be extracted from database files (Structured Query Language - SQL). ODBC and SQL provide an interface that allows third parties to use any ODBCenabled application to make use of the historical data that is stored in the database. An example of an ODBC-enabled application is a report writer. Therefore, contact center managers can use industry-standard report writers and open database connectivity to merge valuable contact center information with other corporate data for a complete view of their customer relationships. Integration capabilities Success in the contact center depends on getting the right information to the right people when they need it. In order for contact centers to stay competitive in a dynamic environment, computers and communications systems must be integrated with advanced applications. Symposium Call Center Server s integration capabilities include the ability to integrate with voice processing systems and computer applications. Voice messaging and interactive voice response is tightly integrated with Nortel Networks Self- Service solutions, Meridian Mail and CallPilot voice processing systems. The integration between Symposium Call Center Server and Meridian Mail or CallPilot enables several voice processing features that are described below. Broadcast Announcement A Broadcast Announcement allows a single voice port to be used to play a message to up to 5 callers, simultaneously leveraging the use of the contact center s investment in voice ports. There are two methods of operation for Broadcast Announcements: start/stop and continuous. 26

With the start/stop operation, the first collects a group of calls either by waiting for 5 callers or by waiting for a predefined amount of time and then plays the message to all callers from the beginning of the message to the end. With the continuous method, the announcement plays continuously and repeatedly. Calls that receive a continuous Broadcast Announcement are added at any point during the announcement. Both methods require integration with the voice system, which means that broadcast can only be used with Meridian Mail or CallPilot. Voice Menus Voice Menus provide contact center callers with options. Callers are greeted and offered selections by using their telephone keypad. With Symposium Call Center Server, callers are able to conduct an interactive session via voice menus, which defines how their calls will be routed. Voice Messaging Voice Messaging functionality allows a caller to leave a voice message as an alternative to waiting in queue. One way of integrating voice messaging into a contact center is to create an option in a voice menu that explains that, given the expected wait time, the caller is able to choose to leave a message or wait for an available agent. If a caller leaves a message, the contact center personnel can be informed by either a visual or voice indication. The visual indication is a message waiting light that is illuminated on one or multiple agent telephone sets. Voice indication uses the voice messaging system s out-calling feature, which dials a predetermined number and, when answered, verbally informs the other party of the waiting messages. Hold in Queue s voice processing integration can be provided even when a call is holding in queue. The Hold in Queue feature enables the call to maintain its position in queue while receiving voice treatment. The Hold in Queue feature contains an interruptible/ non-interruptible option that controls whether or not the voice session will be interrupted if an agent becomes available to take the call. Nortel Networks Meridian Mail, Call Pilot, or IVR solutions can be used with to provide this functionality. Fax interworking simplifies access to fax services. This is accomplished by using the appropriate elements in call scripting and voice menus. For example, by presenting a caller with a voice menu prompt that states, If you would like to send or receive a fax, press 1, the will wait to collect the digit 1 for a specified amount of time. If the digit 1 is collected, the call is delivered to the voice system to provide the available fax services. A benefit of integrating Meridian Mail or CallPilot as the contact center s voice system is that it will disconnect the voice port. Since the Symposium Call Center Server is still in control of the call, further call processing commands can be performed. Interactive Voice Response (IVR) Not all callers need to speak to a customer service representative. Automating routine requests allows your agents to focus on the calls that require personal service. IVRs give callers recorded voice prompts and lets them respond with their telephone keypad or voice. Customers have direct, confidential access to information and services 24 hours a day. Offering advanced multimedia capabilities such as Web, speech recognition, text-to-speech conversion, and interactive fax response, IVRs open a new range of opportunities for businesses to better serve their customers. By automating routine transactions and inquiries and providing consistent customer service at minimum cost, IVRs will help contact center managers supervise their human resources during inevitable swings in call volume and enable them to costeffectively expand services. Nortel Networks Self-Service (IVR) Platforms provide a range of solutions that enable multimedia transaction processing for small to large enterprises, as well as service providers. These scalable solutions are tightly integrated with Symposium Call Center Server to offer a comprehensive contact center solution. Computer telephony integration (CTI) Third parties are continually seeking to extend the functionality of the contact center through the use of other applications that interact with Symposium Call Center Server. Wherever possible, open standards or industry standards are used to provide interfaces to these third parties. The major functional areas that are extended to third-party developers are described next. Meridian Link Services Computer telephony integration (CTI) requires the functional integration of computer and Private Branch Exchange (PBX) environments. Nortel Networks Meridian Link Services is a two-way communications facility that provides the interface between external computer applications and the Meridian 1/Succession 1 to achieve computer telephony integration. For example, in an inbound tele- 27

marketing contact center, Meridian Link Services can provide an application with the Calling Line ID (CLID) and Dialed Number Identification Service (DNIS) information from an incoming call. The application can use this information to retrieve data both customer and product information from a database, and present it to the agent s PC before the call is even answered. Outbound dialing integration The integrates with leading preview and predictive outbound dialing solutions that can further enhance agent productivity. Outbound dialers retrieve information on a potential customer from nearly any database, automatically place calls, and then display related information on an agent s screen when the call is successfully completed. Dialers monitor inbound call activity and use agents for outbound service only when inbound traffic volumes allow. Multimedia Contact Center integrates with a variety of other solutions to put powerful multimedia capabilities at your fingertips. By implementing Symposium Web Center Portal, for example, you have the flexibility to turn your traditional call center into a multimedia customer contact center. You can simultaneously manage telephone calls, e-mail, and Web interactions with a single solution. E-mail can be routed and monitored with the same effectiveness as telephone calls, reducing response time and agent workloads. With Symposium Web Center Portal, there are many possible ways for agents to interact with customers visiting your company s Web site. A customer who has a query can click a Web-page button and submit a request for an agent to call back by telephone either immediately or at a scheduled time. A Web site visitor can also chat online with an appropriately skilled agent, exchanging text messages in real time. The agent can direct the caller to self-service areas of the site, inviting further inquiries once the customer has had a chance to browse. Or the customer and agent can collaborate through simultaneous voice and Web browser connections; if a customer is interested in a particular type of cell phone, the agent can take the opportunity to push a Web page showing that model in different colors and the customer in turn can push selected pages from his or her selfservice browsing. Interaction with call scripts (Host Data Exchange) Provided within the Symposium Call Center Server is a rich scripting language to control treatment of calls. The scripting language can send to, and request information from, an external Host Application (database) via the Host Data Exchange (HDX) interface. Three commands (SEND INFO, SEND REQUEST, and GET RESPONSE) can be used within a call script to interface with a third-party application to obtain information and influence the script operation. For example, sending the CLID to a computer to determine if the caller is a priority or regular customer and waiting for the computer s response allows the call to be queued accordingly. Similarly, callerentered information can be requested from an IVR system for use in call handling or skillset selection and then passed to a CTI application to ensure that an appropriate screen of information is presented when the call reaches an agent. Real-Time Statistics The provides real-time statistics displays for supervisors, but some contact centers have the requirement to display this information in other formats, such as a wallboard for viewing by many. Thirdparty applications can obtain real-time information from Symposium Call Center Server via the Real-Time Data Application Programming Interface (RTD API) or from the Real-Time Statistics Multicast (RSM) interface. Third-party applications, such as wallboards and agent desktop display applications, can then display the contact center statistics or write custom formulas to customize the displayed data. 28

Glossary ACD-DN An ACD-DN is a directory number in the Meridian 1/Succession 1 that is used to implement automatic call distribution. When a call presented to the Meridian 1/Succession 1 is associated with an ACD-DN, the call is placed into queue, where it will wait until answered. If an agent is available, the call may be presented directly to the agent. If an agent is not available, the call may be presented with recorded announcements and music until it can be answered by an agent. Activity codes Activity codes are numerical codes entered onto the telephone keypad by an agent while on an incoming skillset or ACD call, which indicates the type of service or transaction the call entails. Multiple codes can be entered during a single call. Codes also can be entered while the agent is on Not Ready this feature allows tracking of meetings, training, etc. Administrator An administrator configures and manages a contact center and typically requires a PC for administration purposes. It is unlikely that an administrator would be called upon to answer calls and, therefore, the administrator would not be required to have an agent-type telephone set. Agent management Agent management describes the ability to configure, manage, and report on agents. Agent-skillset assignment With the, agents are assigned to answer calls according to their abilities or skillsets. Agents can be assigned to answer calls for up to 5 different skillsets or call types. Agent-supervisor assignment Agents can be assigned a primary and associated supervisor. The primary supervisor assignment is used when an agent requires assistance with a call and presses the Supervisor key. The primary and associated supervisor assignment allows the agent to be monitored in real-time displays by both supervisor types. Agents Contact center employees who answer incoming calls are called agents. Working at an answering position, agents should be equipped with all of the information required to complete caller transactions, typically a telephone set and computer to process caller requests. Application An application is equivalent to any script labeled as a master or primary call script in the Script Manager Display. Information is collected and reported for applications to give contact center managers specific details about call types, callers, or conditions. Call processing utilities and tools The offers testing tools such as call script testing, which provides a reliable method to test a call flow prior to activation in a live environment. Call scripts Call scripts are call processing instructions that provide customized and specialized treatment and routing of calls. The different types of scripts are master scripts, primary scripts, and secondary scripts. Call script intrinsics Call script intrinsics are system-defined words or phrases that are used in scripts to represent a value or set of values. Call script variables Call script variables represent changing data in a generalized manner within call scripts. There are two types of variables: call variables and global variables. Call variables contain specific information and exist on a percall basis; for example, a customer account number that is different for each caller. Global variables represent data that can be used in multiple scripts; for example, a reference to the hours when the contact center is closed (OFFICE_CLOSED) may be used within multiple scripts. Client A client is a PC that is connected to a Local Area Network (LAN). In the, an example of a client is a supervisor s workstation. Computer telephony integration Computer telephony integration combines the processing capabilities of a computer with the switching capabilities of a telephone system to accomplish complex applications such as call routing based on caller account status. Control Directory Number (CDN) A Control Directory Number is a number which is configured in the Meridian 1/ Succession 1 as the entry point for calls into the Symposium Call Center Server. There can be multiple CDNs configured in the Meridian 1/Succession 1 PBX, all of which can be associated with the master script. Dialed Number Identification Service (DNIS) Dialed Number Identification Service provides the contact center with the last several digits of the number dialed by the caller. Calls can be distinguished by DNIS numbers when they enter the and can be routed to specific skillsets based on the number dialed by the customer. Interactive Voice Response (IVR) Interactive Voice Response (IVR) provides an automated method of accepting and furnishing information to and from a caller by using computer controlled voice playback to prompt for telephone or voice input. Local Area Network A Local Area Network (LAN) is a data network that connects computers, modems, and printers. A LAN is usually used within a building. Meridian 1 The Meridian 1 is the business communications system, or Private Branch Exchange (PBX), that sends and receives all telephone calls to the. Its digital architecture and call processing software routes calls to and provides the foundation for all contact center features. 29

Meridian 1 Automatic Call Distribution In the Meridian 1, the process by which incoming calls are evenly distributed to contact center personnel is called automatic call distribution. If all agents are busy, calls are placed into an incoming calls queue until an agent becomes available. While in queue, callers can listen to recorded announcements and music to reassure them that their calls will be answered as promptly as possible. Meridian Link Services Nortel Networks Meridian Link Services integrates the Meridian 1 or Succession 1 with computer systems to support computer telephony integration. Network call processing Network call processing is the ability to route calls seamlessly to qualified agents between nodes (locations) in a network. Node A node is a location within a network. Open Database Connectivity Open Database Connectivity (ODBC) is a standard universal data access interface. Personal directory number A personal directory number may be configured on agent telephone sets to allow agents to place or receive calls. Agents may use their personal directory numbers to call back a customer or receive a call from a fellow employee who is not part of the contact center. Private Branch Exchange A Private Branch Exchange, or PBX, is a telephone system usually located on the premises of a business. It provides an intermediate switching point between a central office and an end user. Server A server is a PC that can vary in size and power, from a simple desktop PC to a high-powered centrally located PC connected to a data network. The server stores information that can be accessed by multiple clients within the network. Skill-based routing Offers advanced call routing and treatment based on the requirements of a call(er) and the skillset of available agents. Skillset A skillset is a label that is applied to a collection of abilities or the knowledge of something, such as a product or department, which may be required of an agent to handle a given call. Skillsets are associated with calls to determine the requirement of the caller. Skillsets are assigned to agents, which qualifies them to handle calls with specific skillset requirements. Structured Query Language Structured Query Language (SQL) is a standard language that allows data to be extracted from database files. Succession 1 Nortel Networks Succession 1 is the most feature-rich and reliable IP PBX system available for enterprise customers. The infrastructure for Succession 1 consists of a Call Server and Media Gateways which support a variety of critical business and management applications as well as IP terminals such as the i22 and i24 Internet Telephones, the i25 Software Phone, and 82.11 Wireless Voice over IP solution. Supervisors Contact center supervisors manage and monitor agent and contact center performance. They require a PC to display information and make necessary changes to the contact center environment. Supervisors may be called on to answer calls and service emergency requests from agents. Third-party call processing interfaces Allow to interact with third-party applications and host-based customer applications. Trunk A trunk is the physical link between a central office (the telephone company) and a PBX that makes telephone communications possible. Trunks may be categorized according to the switching systems they connect. For example, tie trunks connect two PBXs, and central office trunks connect a PBX to the telephone company s central office switch. Trunk route In the Meridian 1/ Succession 1, trunks with similar characteristics are grouped together to form trunk routes. Trunk route reports can detail statistics about customer service levels to better determine if service goals are being met. Voice ports Voice ports refer to the connection points within the PBX that can support either analog or digital devices used by voice processing systems. Voice processing Voice processing capabilities provide integrated use of voice systems within call scripts. Voice prompts Voice prompts are phrases spoken to callers in an effort to give information to a caller and to obtain information from the caller. Wide Area Network A Wide Area Network (WAN) is a data network used to connect remote local area networks together for the purposes of sending data from one site to another or multiple sites. 3

Appendix A Symposium Call Center Server script example The following example of a Symposium Call Center Server primary script brings together many of the elements and variables that have been discussed in this Feature Guide. Comments that the system administrator has written can be found in between the symbols /* comments begin here and end here */. Comments are not looked upon by the as call processing commands. This example script initially checks if it is a holiday, weekend, or after hours. If it is, then the caller is given a closed message. However, during normal business hours when the skillset is staffed, the call is queued to the desired skillset. If no agent is immediately available when the call is queued to the skillset, the caller hears music followed by a second recorded announcement that repeats. The value of the variable, treatment_timer, determines how often the second recorded announcement plays. Global Variable List: Variable Type: 1. holidays_gv - DATE (holiday dates) 2. weekend_gv - DAY (contains Saturday and Sunday) 3. closed_hours_gv - TIME (value for closed hours) 4. first_ran - RAN (RAN route for first announcement) 5. second_ran - RAN (RAN route for second announcement) 6. closed_ran - RAN (RAN route for night announcement) 7. dayclosed_ran - RAN (RAN route for day closed announcement) 8. treatment_timer_gv - SECONDS (delay time for wait) 9. music_route - MUSIC (route number for music) */ IF (DATE = holidays_gv) OR (DAY OF WEEK = weekends_gv) OR (TIME OF DAY = closed_hours_gv) THEN GIVE RAN closed_ran DISCONNECT END IF IF OUT OF SERVICE skillset_sk THEN GIVE RAN dayclosed_ran DISCONNECT END IF QUEUE TO SKILLSET skillset_sk WAIT 2 /* Allow time in case an agent is available */ GIVE RAN first_ran GIVE MUSIC music_route SECTION WaitLoop WAIT treatment_timer_gv IF NOT QUEUED THEN IF OUT OF SERVICE skillset_sk THEN GIVE RAN dayclosed_ran DISCONNECT ELSE QUEUE TO SKILLSET skillset_sk WAIT 2 /* Allow time in case an agent is available */ END IF END IF GIVE RAN second_ran EXECUTE WaitLoop 31

Appendix B Symposium Call Center Server standard reports Following is a listing of the standard reports offered by Symposium Call Center Server. Application Reports Application Performance Report Application Delay Before Answer Report Application Delay Before Abandon Report Application Call Treatment Report Activity Code by Application Report Application by Activity Code Report Skillset Reports Skillset Performance Report Agent Reports Agent Performance Report Agent Performance Calls Answered, Top 5 Report Agent Performance by Supervisor, Bottom 5 Report Agent Performance Calls Answered, Bottom 5 Report Agent Performance by Supervisor Report Agent Directory Number Performance Report Agent Directory Number Performance Calls Answered, Top 5 Report Agent Directory Number Performance Calls Answered, Bottom 5 Report Agent Short Calls Report Agent Average Calls Per Hour Report Agent Average Calls Per Hour, Top 5 Report Agent Average Calls Per Hour, Bottom 5 Report Activity Code by Agent Agent by Application Agent Performance by Supervisor, Bottom 5 Report Agent Position ID Agent Login/ Logout Report Estimated Revenue by Agent Report Agent by Skillset Report Resource Reports Trunk Performance Report Route Performance Report Interactive Voice Response (IVR) Queue Statistics Report Interactive Voice Response (IVR) Port Statistics Report Interactive Voice Response (IVR) First Login/Last Logout Report Dialed Number Identification Service (DNIS) Statistics Report Control Directory Number (CDN) Statistics Report Music/Recorded Announcement (RAN) Statistics Report Call-by-Call Statistics Report Configuration Reports Historical Statistics Collection Properties Report Historical Statistics Duration Properties Report Historical Statistics Storage Properties Report Supervisor Properties Report Agent Properties Report Telephone Display Properties Report Control Directory Number (CDN) Properties Activity Code Properties Report Route Properties Report Dialed Number Identification Service (DNIS) Properties Report Interactive Voice Response (IVR) Queue/Port Properties Report Agent by Supervisor Properties Report Agent Skillset Properties Database View Definitions Script by Script Variable Script Variable by Script Script Variable Properties Real-Time Statistics Properties Report Application Properties Report Application Script Properties Report Application Template Properties Report Skillset Properties Report Formula Properties Report Real-Time Template Properties Report Network Target Switch Parameters Report Agent Supervisor Assignment Report Agent Skillset Assignment Report Ranking Properties Report Network Reports Network Control Center (NCC) Table Routing Assignment Report Network Control Center (NCC) Networking Skillset Properties Report Network Control Center (NCC) Node Administrator Report Network Application Properties Report Network Application Performance Report Network Application Delay Before Answer Report Network Application Delay Before Abandon Report Network Route Performance Report Network Dialed Number Identification Service (DNIS) Performance Report Network Incoming Calls Report Network Outgoing Calls Report Network Skillset Performance Report Nodal Application Delay Before Answer Nodal Application Delay Before Abandon Nodal Application Performance Nodal DNIS Performance Nodal Route Performance Nodal Skillset Performance NCC Ranking Properties NCC Table Routing Assignment 32

Appendix C: Report examples Agent Performance Site Name: BRAMPTON Table Name: wagentperformancestat Report Interval: :: 1 June, 23 - :: 29 June, 23 Logged In Time Avg ACD/ Skillset NACD DN Talk Time Talk Time TalkTime Not Ready Time Break Time Ring Time Waiting Time Walk away Time N/W Time Skillset Ans'd Calls Present'd Resrv'd Time Resrv'd NACD ACD/ N/W Ans'd fo Call Ans'd Short Calls Ans'd DN Calls Return Calls From Conf Trans To Time Out Out Que Out Agent Name & ID: Jon Carlos - 33184 13:55:48 :12:58 :: :3:5 :27:8 :: :2:38 12:4:12 :: :: :: 35 34 5 11 1 Avg Skillset Talk Time: ::23 % Work: 4.8 5:49:5 :12:58 :: ::41 :26:47 :: :2:38 5:6:33 :: :: :: 35 34 5 1 1 6/2/23 Avg Skillset Talk Time: ::23 % Work: 11.36 6:7:24 :: :: ::58 ::13 :: :: 6:4:31 :: :: :: 6 6/9/23 Avg Skillset Talk Time: :: % Work:.6 1:58:34 :: :: :28:26 ::8 :: :: 1:29:8 :: :: :: 4 6/23/23 Avg Skillset Talk Time: :: % Work:.11 13:55:48 :12:58 :: :3:5 :27:8 :: :2:38 12:4:12 :: :: :: 35 34 5 11 1 Agent Avg Skillset Talk Time: ::23 % Work: 4.8 C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\WM-AGT1.RPT Printed By: Kevin 2/7/23 5:45:41 PM Page 5 of 9 33

Agent By Application Performance Site Name: BRAMPTON Report Interval: :: 1 June, 23 - :: 29 June, 23 Table Names: wagentbyapplicationstat Answered Talk Time Average Talk Time Post Call Processing Time GRAND TOTAL 51 :23:8 ::27 :13:55 Application: Client_Inquiries_script Summary: 51 :23:8 ::27 :13:55 Agent Name & ID: Charla Smith - 2345 Summary: 4 :1:11 ::18 ::4 6/2/23 6/23/23 Agent 2 ::2 ::1 :: 2 ::51 ::26 ::4 4 :1:11 ::18 ::4 Agent Name & ID: Laura Holt - 3258 Summary: 11 :2:28 ::13 :: 6/9/23 6/23/23 Agent 6 ::58 ::1 :: 5 :1:3 ::18 :: 11 :2:28 ::13 :: Agent Name & ID: David Palmer - 33184 Summary: 26 :11:21 ::26 :13:46 6/2/23 Agent 26 :11:21 ::26 :13:46 26 :11:21 ::26 :13:46 Agent Name & ID: Tom Jones - 33325 Summary: 3 :5:16 :1:45 :: 6/23/23 Agent 3 :5:16 :1:45 :: 3 :5:16 :1:45 :: Agent Name & ID: Agent 2 Symposium - 523 Summary: 7 :2:52 ::25 ::5 6/2/23 Agent Application 7 :2:52 ::25 ::5 7 :2:52 ::25 ::5 51 :23:8 ::27 :13:55 GRAND TOTAL 51 :23:8 ::27 :13:55 C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\WM-AGT16.RPT Printed By: Kevin 3/7/23 1:18:9 PM Page 1 of 1 34

Agent By Skillset Performance Site Name: BRAMPTON Table Name: wagentbyskillsetstat Report Interval: :: 1 June, 23 - :: 8 June, 23 Agent Name and ID Answered Short Calls Answered Post Call Proces. Time TalkTime Average Talk Time Skillset Work Time GRAND TOTAL 45 5 3:8:29 :16:24 ::22 3:24:53 Skillset: Customer_Service_Eng Summary: 1 1 2:54:38 :1:51 ::11 2:56:29 6/1/23 Tom Wilson - 3258 Weekly 1/6/23 :: :: :: :: :: :: :: :: 6/2/23 Tom Wilson - 3258 Jane Murdoc - 523 Connie Malay - 33184 Weekly 2/6/23 2 8 1 1 1 :: :: :: :: 2:54:38 ::14 ::7 2:54:52 :: :1:37 ::12 :1:37 2:54:38 :1:51 ::11 2:56:29 Skillset 1 1 2:54:38 :1:51 ::11 2:56:29 Skillset: Client_Inquiries Summary: 35 4 :13:51 :14:33 ::25 :28:24 6/1/23 Don Powell - 1595 Tom Wilson - 3258 Donna King - 31597 Weekly 1/6/23 :: :: :: :: :: :: :: :: :: :: :: :: :: :: :: :: 6/2/23 Don Powell - 1595 Tom Wilson - 3258 Donna King - 31597 Julie Henry - 2345 Connie Malay - 33184 Jane Murdoc - 523 Weekly 2/6/23 2 26 4 7 35 4 :: :: :: :: :: :: :: :: :: :: :: :: :: ::2 ::1 ::2 :13:46 :11:21 ::26 :25:7 ::5 :2:52 ::25 :2:57 :13:51 :14:33 ::25 :28:24 Skillset 35 4 :13:51 :14:33 ::25 :28:24 GRAND TOTAL 45 5 3:8:29 :16:24 ::22 3:24:53 C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\WM-AGT14.RPT Printed By: Kevin 3/7/23 3:12:4 PM Page 1 of 1 35

Agent Average Calls Per Hour Site Name: BRAMPTON Table Name: magentperformancestat Report Interval: :: 1 June, 23 - :: 1 July, 23 Average Answered per Hour Average Talk Time GRAND TOTAL Average Not Ready Time.4 ::1 :22:25 Agent Name & ID: Jane Malay - 2345.1 :: ::1 Summary: 6 1/23 Agent.1 :: ::1.1 :: ::1 Agent Name & ID: Tom Wilson - 3258.2 :: :: Summary: 6 1/23 Agent.2 :: ::.2 :: :: Agent Name & ID: David O Neil - 33184 2.44 ::56 :1:57 Summary: 6 1/23 Agent 2.44 ::56 :1:57 2.44 ::56 :1:57 Agent Name & ID: Jack Carter - 523.2 :: :59:11 Summary: 6 1/23 Agent.2 :: :59:11.2 :: :59:11 GRAND TOTAL.4 ::1 :22:25 C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\MM-AGT9.RPT Printed By: Kevin 3/7/23 1:33:46 PM Page 1 of 1 36

Agent Short Calls Site Name: BRAMPTON Table Name: wagentperformancestat Report Interval: :: 1 June, 23 - :: 29 June, 23 Short Calls Skillset Skillset Skillset Returned Answered Answered Conferenced Transferred To Queue Reserved For Call ACD/NACD Answered Returned to Q Due to Timeout Total Answered Total Conferenced Total Transferred GRAND TOTAL 5 38 1 38 Supervisor Name & ID: Kevin Monaghan - 3184 Summary: 5 38 1 38 Agent Name & ID: Jane Malay - 33184 Summary: 5 34 1 34 6/2/23 5 34 1 34 6/9/23 6/23/23 Agent 5 34 1 34 Agent Name & ID: Jack Carter - 33325 Summary: 4 4 6/23/23 4 4 Agent 4 4 Supervisor 5 38 1 38 GRAND TOTAL 5 38 1 38 C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\WM-AGT8.RPT Printed By: Kevin 3/7/23 1:34:51 PM Page 1 of 1 37

Agent Performance by Supervisor Site Name: BRAMPTON Table Name: wagentperformancestat Report Interval: :: 1 June, 23 - :: 8 June, 23 ACD/ NACD N/W Skillset Confd Short Calls Answered Answd Answd Confd Out Answered Skillset Transfd Transfd Out Resrvd For Call Rtn Rtn to Que due To Que Timeout Logged In Time Not Ready Time Break Time Resrvd Time Ring Time Walkaway Time ACD/ NACD Talk Time Skillset Talk Time N/W Time Waiting Time GRAND TOTAL 45 5 2 168:51:4 6:45:2 :: :: :3:11 :: :: :16:24 :: 16:4:17 Supervisor Name & ID: Kevin Monaghan - 3184 45 5 2 168:51:4 6:45:2 :: :: :3:11 :: :: :16:24 :: 16:4:17 Agent Name & ID: Tom Wilson - 2345 2 99:19:49 ::3 :: :: ::6 :: :: ::2 :: 98:13:47 Time Averages Not Ready Time: ::2 ACD/NACD Talk Time: :: Skillset Talk Time: ::1 6/2/23 2 99:19:49 ::3 :: :: ::6 :: :: ::2 :: 98:13:47 Time Averages Not Ready Time: ::2 ACD/NACD Talk Time: :: Skillset Talk Time: ::1 Agent 2 99:19:49 ::3 :: :: ::6 :: :: ::2 :: 98:13:47 Agent Name & ID: Anna Nordstrom - 33184 34 5 1 5:49:5 :26:47 :: :: :2:38 :: :: :12:58 :: 5:6:33 Time Averages Not Ready Time: ::47 ACD/NACD Talk Time: :: Skillset Talk Time: ::23 6/2/23 34 5 1 5:49:5 :26:47 :: :: :2:38 :: :: :12:58 :: 5:6:33 Time Averages Not Ready Time: ::47 ACD/NACD Talk Time: :: Skillset Talk Time: ::23 Agent 34 5 1 5:49:5 :26:47 :: :: :2:38 :: :: :12:58 :: 5:6:33 C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\WM-AGT4.RPT Printed By: Kevin 3/7/23 3:33:8 PM Page 1 of 2 38

Not Ready Reason Codes By Agent Site Name: BRAMPTON Table Names: mactivitycodestat Report Interval: :: 1 June, 23 - :: 1 July, 23 Not Ready Reason Code Total Time Not Ready Reason Codes Average Time Number of Occurrences :27:8 GRAND TOTAL :1:18 21 Agent Name & ID: John Smith - 33184 Summary: :27:8 :1:18 21 6 1/23 Emails 5 Tv Not_Ready_Default_Reason_Code 7 :9:6 :4:33 2 :1:2 :1:2 1 :1:16 :1:16 1 :7:5 ::29 16 :7:54 :7:54 1 Jun 23 :27:8 :1:18 21 Agent: :27:8 :1:18 21 GRAND TOTAL :27:8 :1:18 21 C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\MM-AGT2.RPT Printed By: Kevin 2/7/23 6:5:57 PM Page 1 of 1 39

Application Performance Site Name: BRAMPTON Report Interval: :: 22 June, 23 - :: 29 June, 23 Table Names: wapplicationstat Skillset Calls: Offered Answered Answer Delay Avg Ans Delay Max. Answer Delay Ans After Threshold Abandoned Max. Aban'd Delay Aban After Threshold Ans Delay At Skillset % Service Level 1 GRAND TOTAL 1 :1:2 ::8 ::16 :: :1:2 1.% Application: Client_Inquiries_script Summary: 1 1 :1:2 ::8 ::16 :: :1:2 1.% 6/23/23 1 1 :1:2 ::8 ::16 :: :1:2 1. Application 1 1 :1:2 ::8 ::16 :: :1:2 1. GRAND TOTAL 1 1 :1:2 ::8 ::16 :: :1:2 1.% C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\WM-APP1.RPT Printed By: Kevin 3/7/23 1:5:53 PM Page 1 of 1 4

Application Delay Before Answer Site Name: BRAMPTON Table Name: mapplicationstat Report Interval: :: 1 June, 23 - :: 1 July, 23 Skillset Calls: Offered Answered Answer Delay Delay at Skillset Answered After Threshold Maximum Answer Delay Maximum Delay at Skillset Average Answer Delay 54 GRAND TOTAL 51 :6:19 :6:19 1 :2:34 :2:34 ::7 Application: Client_Inquiries_script Summary: 54 51 :6:19 :6:19 1 :2:34 :2:34 ::7 Answer Delay Spectrum: Client_Inquiries_script Number of Calls 4 8 12 16 2 24 28 32 36 4 44 48 52 56 6 8 1 12 14 16 18 2 22 24 26 28 3 42 54 >6 2 6 1 14 18 22 26 3 34 38 42 46 5 54 58 7 9 11 13 15 17 19 21 23 25 27 29 36 48 6 Delay Intervals ---> 6 1/23 54 51 :6:19 :6:19 1 :2:34 :2:34 ::7 Application 54 51 :6:19 :6:19 1 :2:34 :2:34 ::7 54 GRAND TOTAL 51 :6:19 :6:19 1 :2:34 :2:34 ::7 C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\MM-APP4.RPT Printed By: Kevin 3/7/23 2:48:35 PM Page 1 of 1 41

Application Delay Before Abandon Site Name: BRAMPTON Table Name: mapplicationstat Report Interval: :: 1 June, 23 - :: 1 July, 23 Skillset Calls: Offered Answered Abandoned Abandoned % Abandoned After Threshold Abandon Delay Maximum Abandon Delay Average Abandon Delay 54 GRAND TOTAL 51 3 5.56% ::23 ::14 ::8 Application: Client_Inquiries_script Summary: 54 51 3 5.56% ::23 ::14 ::8 Abandon Delay Spectrum: Client_Inquiries_script Number of Calls 4 8 12 16 2 24 28 32 36 4 44 48 52 56 6 8 1 12 14 16 18 2 22 24 26 28 3 42 54 >6 2 6 1 14 18 22 26 3 34 38 42 46 5 54 58 7 9 11 13 15 17 19 21 23 25 27 29 36 48 6 Delay Intervals ---> 6 1/23 Application 54 51 3 5.56 ::23 ::14 ::8 54 51 3 5.56 ::23 ::14 ::8 GRAND TOTAL 54 51 3 5.56% ::23 ::14 ::8 C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\MM-APP6.RPT Printed By: Kevin 3/7/23 2:51: PM Page 1 of 1 42

Crosstab - Skillset Performance Site Name: BRAMPTON Table Names: iskillsetstat Report Interval: :: 23 June, 23-12:: 27 June, 23 Grand Totals Call Offered Call Answered Network Call Answered Skillset Abandoned 6 6 Tue Fri Total Client_Inquiries 9:45 Client_Inquiries_script 3 3 1:15 Client_Inquiries_script 2 2 11:3 Client_Inquiries_script Total 5 5 Total 5 5 1 1 1 1 1 1 3 3 2 2 1 1 6 6 6 6 C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\ICROSS_SKILLSET.RPT Printed By: Kevin 3/7/23 3:42:9 PM Page 1 of 1 43

CDN Statistics Site Name: BRAMPTON Table Name: wcdnstat Report Interval: :: 1 June, 23 - :: 29 June, 23 Percent Percent Offered Answered Terminated Terminated Abandoned Abandoned GRAND TOTAL 65 62.% 3 4.62% CDN Name & ID: Customer_Service - 46 Summary: 53 5.% 3 5.66% 6/2/23 6/9/23 6/23/23 CDN 35 34. 1 2.86 8 6. 2 25. 1 1.. 53 5. 3 5.66 CDN Name & ID: Loan_Applications - 461 Summary: 11 11.%.% 6/2/23 6/23/23 CDN 1 1.. 1 1.. 11 11.. CDN Name & ID: Credit_Card_Dept - 462 Summary: 1 1.%.% 6/2/23 CDN 1 1.. 1 1.. GRAND TOTAL 65 62.% 3 4.62% C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\WM-RES7.RPT Printed By: Kevin 3/7/23 2:53:11 PM Page 1 of 1 44

Crosstab - CDN Statistics Site Name: BRAMPTON Table Names: icdnstat Report Interval: :: 23 June, 23-11:45: 27 June, 23 Grand Totals Calls Offered Calls Answered Calls Terminated Calls Abandoned 6 6 Tue Fri Total Customer_Service - 46 9:45 3 3 1:15 2 2 11:3 CDN Total 5 5 Total 5 5 1 1 1 1 1 1 3 3 2 2 1 1 6 6 6 6 C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\ICROSS_CDN.RPT Printed By: Kevin 3/7/23 3:44:56 PM Page 1 of 1 45

Skillset Performance Site Name: BRAMPTON Table Name: mskillsetstat Report Interval: :: 1 June, 23 - :: 1 July, 23 Application Name Skillset Answered Skillset Answered After Thresh % Ansd After Thresh Answer Delay Average Answer Delay Maximum Answer Delay All Agent Busy Time All Agent Staffed Time Skillset Active Time Avg No. of Agents 51 1 1.96% :6:19 GRAND TOTAL ::7 :2:34 35:22: 2,324:16:35 713:38:4 3 Skillset: Client_Inquiries Summary: 51 1 1.96% :6:19 ::7 :2:34 35:22: 2,324:16:35 713:38:4 3 6 1/23 Client_Inquiries_script 51 1 2 :6:19 ::7 :2:34 :: :: :: 6 1/23 51 1 2 :6:19 ::7 :2:34 35:22: 2,324:16:35 713:38:4 3 Skillset 51 1 1.96 :6:19 ::7 :2:34 35:22: 2,324:16:35 713:38:4 3 GRAND TOTAL 51 1 1.96% :6:19 ::7 :2:34 35:22: 2,324:16:35 713:38:4 3 C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt\m1\MMSKILL2.RPT Printed By: Kevin 3/7/23 3:37:18 PM Page 1 of 1 46

Index A Accessing Historical Information... 21 Activating Call Scripts............ 9 Activity Code by Agent Report..... 24 Activity Code Properties Report.... 26 Activity Codes................. 14 Administering Call Scripts........ 17 Administering Symposium Call Center Server.................. 17 Administration................. 17 Agent Average Calls Per Hour Daily Report................... 32 Agent by Application Performance Report............. 23 Agent by Skillset Performance Report............. 23 Agent Configuration............. 18 Agent DN Performance Report.... 23 Agent Login/Logout Report....... 24 Agent Observe................. 15 Agent Performance by Supervisor Report....................... 23 Agent Performance Calls Answered/ Bottom 5 Report............... 24 Agent Performance Calls Answered/ Top 5 Report.................. 24 Agent Performance Report........ 23 Agent Personal Directory Number... 14 Agent Position ID Report......... 25 Agent Priorities................. 13 Agent Priority Within Skillset...... 12 Agent Properties Report.......... 26 Agent Queuing................. 13 Agent Queuing Versatility......... 11 Agent Reports.................. 23 Agent Short Calls............... 32 Agent Telephone Set Features...... 13 Agent/Supervisor Call Handling Features............... 13 Alternate Call Answer............ 14 Answer Agent.................. 15 Answer Emergency.............. 15 Application Call Treatment........ 22 Application Delay Before Abandon Report....................... 22 Application Delay Before Answer Report................. 22 Application Performance Report.... 22 Application Reports............. 22 Automatic Answer.............. 15 B Basic Call Processing Elements...... 7 Breaktime..................... 14 Broadcast Announcement......... 26 C Call Agent.................... 15 Call Handling Features........... 14 Call Presentation................ 11 Call Priority................... 12 Call Queuing Versatility.......... 11 Call Routing.................... 6 Call Script Conclusion............ 9 Call Scripts..................... 6 Call Treatment................. 22 Call Variables.................. 29 Call-by-Call Statistics Report...... 25 CDN Properties Report.......... 26 CDN Statistics Report........... 25 CLID......................... 8 Collect Digits................... 7 Collecting Historical Information.... 21 Computer Telephony Integration... 27 Configuration Reports........... 26 Configuring Agents and Supervisors.. 18 Contact Center Management...... 16 Control Directory Number (CDN) Creating Classes................ 17 Customizing and Scheduling Reports......................... 27 D Default Skillset................. 1 Defining Skillsets............... 18 E Emergency Key................. 15 Estimated Revenue by Agent Report.. 24 EXECUTE SCRIPT.............. 8 EXPECTED WAIT TIME......... 8 F Fax Interworking............... 28 G General Elements................ 8 GET RESPONSE............... 8 GIVE BROADCAST ANNOUNCEMENT............ 7 GIVE BUSY.................... 7 GIVE IVR..................... 7 GIVE MUSIC.................. 7 GIVE RAN.................... 7 Global Variables................. 9 H Historical Reports............... 22 Historical Statistics.............. 21 Historical Statistics Collection Properties Report............... 25 Historical Statistics Duration Properties Report............... 25 Historical Statistics Storage Properties Report................25 Hold in Queue................. 27 Host Connectivity Elements........ 8 I IF-THEN...................... 8 InCalls....................... 14 Integration Capabilities........... 26 Interaction with Call Scripts....... 28 Interactive Voice Response........ 27 Interval-to-Date View............ 2 Intrinsics....................... 8 Intrinsics and Variables............ 8 IVR Port Statistics Report......... 25 IVR Queue Statistics Report....... 25 47

L LONGEST IDLE AGENT........ 8 M Maintaining Historical Information.. 21 Make Busy.................... 14 Management Reports............ 2 Master Script................... 6 Meridian Link Services........... 27 Moving Window View........... 19 Multimedia Contact Center........28 N Network Call Processing.......... 12 Network Skill-Based Routing...... 12 Network Reports............... 26 Not Ready.................... 14 Not Ready Reason Codes......... 15 O Open Database Connectivity (ODBC)...................... 29 Open Standards Offer Flexibility... 26 Outbound Dialing Integration..... 28 P Primary Script.................. 6 Priority Assignments for Calls and Agents.................... 11 Q QUEUE TO.................... 7 Queuing and Presentation........ 11 QUIT......................... 8 R Real-Time Displays.............. 19 Real-Time Statistics............. 28 Resource Reports............... 25 Return to Queue on No Answer.... 15 S Script Editor................... 17 Script Elements.................. 6 Script Elements and Expressions..... 6 Script Expressions................ 8 Script Manager................. 17 Script Variables.................. 9 Secondary Script................. 6 SEND INFO................... 8 SEND REQUEST............... 8 Skill-Based Routing.............. 9 Skill-Based Routing Call Processing................. 1 Skillset Modes.................. 1 Skillset Performance Report....... 23 Skillset Reports................. 23 Skillsets and Agents.............. 9 Skillsets and Call Requirements..... 9 Structured Query Language (SQL)... 3 Supervisor Configuration......... 19 Supervisor Key................. 15 Supervisor Properties Report....... 25 Supervisor Telephone Set Features.. 15 Real-Time Capabilities........... 19 Script Example................. 31 Standard Reports............... 32 Symposium Call Center Web Client... 4 T Telephone Display Properties Report................. 26 TIME OF DAY................. 8 V Voice Menus................... 27 Voice Messaging................ 27 Voice Messaging and Interactive Voice Response................. 26 Voice Processing Elements......... 7 W WAIT......................... 8 Windows 2.................. 4 48

In the United States: Nortel Networks 35 Davis Drive Research Triangle Park, NC 2779 USA In Canada: Nortel Networks 82 Dixie Road, Suite 1 Brampton, Ontario L6T 5P6 Canada In Caribbean and Latin America: Nortel Networks 15 Concorde Terrace Sunrise, FL 33323 USA In Europe: Nortel Networks Maidenhead Office Park Westacott Way Maidenhead Berkshire SL6 3QH UK In Asia: Nortel Networks Asia 6/F Cityplaza 4 Taikooshing 12 Taikoo Wan Road Hong Kong Nortel Networks is an industry leader and innovator focused on transforming how the world communicates and exchanges information. The company is supplying its service provider and enterprise customers with communications technology and infrastructure to enable value-added IP data, voice and multimedia services spanning Wireless Networks, Wireline Networks, Enterprise Networks, and Optical Networks. As a global company, Nortel Networks does business in more than 15 countries. More information about Nortel Networks can be found on the Web at: www.nortelnetworks.com For more information, contact your Nortel Networks representative, or call 1-8-4 NORTEL or 1-8-466-7835 from anywhere in North America. *Nortel Networks, the Nortel Networks logo, the globemark design, CallPilot, Meridian Mail, Meridian, DMS, Symposium and Succession are trademarks of Nortel Networks. All other trademarks are the property of their owners Copyright 23 Nortel Networks. All rights reserved. Information in this document is subject to change without notice. Nortel Networks assumes no responsibility for any errors that may appear in this document. NN1448-923