Nortel Networks Call Center Instructions Manual

Chapter 15 Call Center Programming Record181
Nortel Networks Call Center Set Up and Operation Guide
Line answering
Line # Skillset # # of rings (0 to 12) for Caller ID minimum 2 rings 

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Nortel Networks Call Center Set Up and Operation Guide
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 call...

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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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Custom Call Routing (CCR)
CCR is a routing feature that you can program to present a customized menu of 
single-digit choices to callers. CCR automatically answers lines with customized menus. 
With CCR, callers can listen to pre-recorded messages, leave a message in a skillset 
mailbox or transfer to an extension. With CCR you can replace Automated Attendant 
menus with a more sophisticated menu that offers callers a wider range of...

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Intelligent Caller Input Routing, Basic
Intelligent Caller Input Routing, Basic (Previously called Basic Transfer), lets callers 
direct their calls to an Operator, Automated Attendant, skillset mailbox, CCR Tree or 
internal or external number.
Intelligent CLID/DNIS Routing
CLID/DNIS Routing is the initial routing that Call Center calls encounter. The CLID/
DNIS Routing you set up lets Call Center route calls quickly based on their incoming line 
number. Callers are routed to...

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Nortel Networks Call Center Set Up and Operation Guide
Not Ready
Not Ready, (previously known as Make Busy), is a Feature Code that extends a Break 
Time if agents need additional time after a call to do paperwork or other tasks.
Off-premise Message Notification
Off-premise Message Notification is a feature that notifies you at a destination number 
when there are new or urgent messages in a skillset mailbox.
Priority
You assign a priority to each agent according to their qualifications....

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Skillset mailbox
A skillset mailbox stores messages left by callers. The calls can be retrieved by designated 
agents.
Skillset name
The skillset name is a maximum of 16 characters. A skillset name is the same as the skillset 
mailbox name.
Supervisor
A supervisor is an agent with supervisor status. A supervisor has additional capabilities, 
such as the ability to monitor calls between agents and callers.
Supervisor monitor
Supervisor monitor is a feature supervisors can use...

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Index
Numerics
24 Hour Service mode, skillset   108
A
Adding
agents to a skillset   48
agents to Call Center   31
multiple agents to Call Center   32
Additional Routing Steps   10
Agent
adding multiple agents to Call Center   32
adding to Call Center   31
assigning to a skillset   48
Autobusy mode   161
changing information   33
deleting   34
Display Waiting Calls Feature Code   159
dynamic priority   10, 13, 48
Feature Codes   28
listening to...

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Control DN   38, 55, 56, 169
Conventions, guide   23
Copying a message   69
D
Day mode, skillset   108
Day of Week Service   14
Day Routing Table
example   132
Default mode, skillset   108
Delay Answer feature   161, 185
Deleted messages, retrieving   70
Deleting
agent   34
messages   69, 72
Destination number
character limit   86, 88, 97
for pagers   85
when CallPilot is behind PBX or Centrex   85
Destination pager number
character limit   85
Destination, Off-premise Message...