Nortel Call Pilot 150 Instructions Manual

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Skillset assignments
Skillset name and # Agent ID and name Priority 

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Skillset mailboxes
Skillset # Mailbox name Mailbox number 
(Control DN)MWI extension Mailbox password 

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Routing Tables
Skillset #  _______________            Day or Night  _______________
Step # Type of step:
Greeting, Distribution, 
Transfer, Disconnect, Go ToStep parameters 

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Line answering
Line # Skillset # # of rings (0 to 12) for Caller ID minimum 2 rings 

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Glossary
AA
See Automated Attendant.
Agent
An agent is a person who is assigned to answer calls for one or more skillsets in your call 
center.
Agent ID
When you add an agent, Call Center assigns an agent ID number you use to identify the 
agent. The agent uses their agent ID number and password to log on when they are ready 
to receive calls.
Alert times
Alert times are time limits that you assign for calls waiting in skillsets. If a...

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CDN
See Control Directory Number.
Call Center
Call Center receives, holds and routes calls to agents in a call center.
call center
A call center is a department or a business that uses Nortel Networks Call Center to handle 
numerous incoming calls. A call center typically employs several agents to answer calls.
Call Center Administrator
The Call Center Administrator sets up, and manages the day-to-day operation of a call 
center. The Call Center Administrator monitors the...

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Automated Attendant menus with a more sophisticated menu that offers callers a wider 
range of options.
Delay Answer
Delay Answer is a feature that prevents Call Center from answering calls and playing 
greetings when there are no agents available. When a skillset has Delay Answer activated, 
waiting callers hear ringback.
When a call comes in on a line for a skillset that does not have any free agents, the call is 
not...

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Memory button indicator
Memory button indicators are the triangular-shaped LCD indicators on a telephone next to 
the memory buttons. Memory button indicators can be used to monitor call activity and 
view the Login/Logout status and the Not Ready status of agents.
Message Waiting Indication (MWI)
The Message Waiting Indication appears on a telephone display as Message for you when 
there are new messages.
Message Waiting Indication extension (MWI extension or MWI DN)
For each...

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Real time
Real time is a term for when there is very little response time between when an event 
occurs and when the information about the event is displayed. You can monitor the real 
time or current situation of agents and call activity by using the Display Waiting Calls 
Feature Code.
Reserved channel
Reserved channels are voice channels reserved exclusively for Call Center. Reserved 
channels are used to play greetings to...

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