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238 Chapter 17 Examples of Call Center configurations
P0605665 03
Lines
Skillset 5
Skillsets 1 - 4 are unchanged. See:
• “Skillset 1” on page 227
• “Skillset 2” on page 230
• “Skillset 3” on page 232
• “Skillset 4” on page 234
Properties
Name MMCC
MWI DN 337
Method Least Busy
Attendant Ext 222
Use previous __ calls to
calculate EWT
10
EWT Increase Allowed Enabled
Initial Call Duration 00:03:00
Activity Code Entry Type Prompted
Agents 31, 35, 36
Outdial with pool PRI-A
- Nortel Networks Call Center 1
- Set Up and Operation Guide 1
- Trademarks 2
- Contents 3
- Chapter 5 4
- Chapter 6 4
- 10 Contents 10
- P0605665 03 10
- Chapter 1 11
- Call Center features 12
- Auto Attendant 14
- Custom Call Routing (CCR) 14
- Related documents 17
- How to get help 18
- Chapter 2 19
- About setting up Call Center 19
- Communications Manager 20
- System timeout 23
- Call Center password access 24
- Using the dialpad 26
- About telephone buttons 27
- Chapter 3 29
- Using Feature Codes 29
- To program a memory button 30
- Supervisors 31
- Agent Feature Codes 32
- Chapter 4 33
- Setting up Call Center agents 33
- “Dynamic 34
- Agent Priority” on page 54 34
- To add an agent 35
- Adding more than one agent 37
- Changing agent information 39
- Resetting an agent’s password 39
- Deleting an agent 40
- Forcing an agent off 41
- Setting up skillsets 43
- Skillset properties 44
- Setting up DID routing 48
- Setting up CLID/DNIS Routing 49
- Adding a CLID/DNIS Route 51
- Changing a CLID/DNIS Route 52
- To change a CLID/DNIS Route 52
- Deleting a CLID/DNIS Route 53
- Dynamic Agent Priority 54
- Viewing agents in a skillset 57
- Enabling a skillset 58
- Disabling a skillset 59
- Unconfiguring a skillset 60
- Setting up skillset mailboxes 61
- Indication telephone 62
- Opening a skillset mailbox 64
- Skillset mailbox password 66
- to select a greeting 70
- Accept msgs:Y 71
- 2 new 0 saved 75
- PLAY REC ADMIN 75
- No messages 77
- COMP MBOX EXIT 77
- Retrieving erased messages 78
- Replying to messages 79
- Chapter 7 83
- Deleting a destination number 104
- Adding a destination number 105
- Chapter 8 107
- Chapter 9 115
- Condition 116
- Example 1 117
- Example 2 117
- Example 3 118
- Example 4 118
- Example 5 119
- Example 6 120
- Example 7 120
- Example 8 121
- To move a rule 124
- Chapter 10 127
- Setting up Routing Tables 127
- Expected Wait Time 129
- How to set up EWT 129
- Recording EWT greetings 130
- Setting up an EWT Table 131
- Deleting an EWT Table 134
- Changing an EWT Table 135
- Greeting step parameters 137
- Adding a Greeting step 138
- To add a Greeting step 138
- Adding a Distribute for step 141
- To add a Distribute for step 141
- Adding a Goto step 142
- To add a Goto step 142
- Adding a Transfer step 143
- Adding a Disconnect step 144
- To add a disconnect step 144
- Changing a Routing Table 152
- Deleting Routing Table steps 153
- Chapter 11 155
- Creating Caller Input Rules 155
- Using wildcard characters 159
- Changing a Caller Input rule 161
- Deleting a Caller Input rule 163
- Chapter 12 165
- Line administration 165
- Configuring lines 166
- To configure a line 167
- Configuring several lines 168
- Chapter 13 169
- Reserved channels 171
- Enable Caller ID 172
- System Configuration Report 175
- Chapter 14 179
- To set up Silent Monitor 180
- Monitoring tips 181
- About monitoring sessions 184
- Monitoring skillsets 185
- Taking some Not Ready time 187
- Logging off 188
- Supervisor Help 189
- Configuring Supervisor Help 191
- How to handle missed requests 192
- Chapter 15 193
- Activity Codes 193
- Prompted 194
- Optional 194
- Autopegs 196
- Examples of Autopeg calls 196
- System Activity Codes 197
- Example 1: No Peg 198
- Example 4: Non Agent 199
- Codes during a call 201
- Transfer to Agent 202
- Break Time 203
- Creating Activity Codes 204
- Changing an Activity Code 205
- Deleting an Activity Code 205
- Importing Activity Codes 206
- Chapter 16 211
- Routing Table administration 212
- Using B1 and B2 DNs 214
- You can use B2 CDNs if 215
- Programming Operations Guide 216
- Chapter 17 217
- General Configuration 218
- Skillset 1 properties 218
- Routing Tables 219
- Service Mode 220
- Overflow 220
- Skillset 2 properties 221
- General Properties 225
- Caller Input Rules 225
- Skillset 1 227
- Skillset 2 230
- Skillset 3 232
- Skillset 4 234
- Multimedia Call Center 236
- Skillset 5 238
- Chapter 18 241
- Troubleshooting Call Center 241
- Agent problems 243
- Do Not Disturb 244
- Call Forward No Answer 244
- Hunt groups 244
- Automatic Answer 244
- Skillset problems 246
- Call processing problems 247
- Exiting the system. Goodbye.” 249
- Chapter 19 251
- Feature Codes 252
- Operator/Business Status 252
- Call Center skillsets 253
- Call Center Greetings 254
- Intelligent Overflow Routing 255
- Call Center agents 256
- Skillset assignments 257
- Skillset mailboxes 258
- Intelligent CLID/DNIS Routing 261
- Line answering 262
- Glossary 263
- 264 Glossary 264
- Glossary 265 265
- 266 Glossary 266
- Glossary 267 267
- 268 Glossary 268
- Numerics 269
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