Nortel Networks Call Center Instructions Manual

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Nortel Networks Call Center Set Up and Operation Guide
6In the Name box type the name for this skillset. The skillset name can be a maximum of 16 
characters.
7In the MWI DN box, type the extension of the telephone that you want to display the Message 
Waiting Indicator for the Skillset Mailbox.
8From the Method list box, select Least Busy or Preferred.
The default is Least Busy.
9In the Break Time box enter the Break Time period.
The default Break Time is 00:30....

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Setting up DID routing
You can route calls based on their Direct Inward Dialing (DID) number. DID is the ability to make 
a telephone call directly into an internal extension, without having to go through the operator.
To route DID calls, set up a DID target line and assign the target line to a skillset.
To set up DID routing for Business Communications Manager 2.5
1In Unified Manager, set up a DID target line.
For information about setting up a DID...

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Nortel Networks Call Center Set Up and Operation Guide
Setting up CLID/DNIS Routing
If you use Business Communications Manager 2.5, you can set up CLID/DNIS Routing Tables. 
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 skillsets depending on who the caller calls, the line the call comes in on, or 
where the...

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CLID/DNIS Routing Table properties
LIneThe line is the line number the call comes in on. Any calls that arrive on this 
line are assigned the routing you select.
The line number your enter must a line that is configured to be answered by 
a skillset.
CLID/ANIThe CLID (Calling Line Identification) or ANI (Automatic Number 
Identification) number identifies the caller or the location the call was made 
from.
Any calls that have this CLID or ANI number are...

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Nortel Networks Call Center Set Up and Operation Guide
Adding a CLID/DNIS Route
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the CLID/DNIS Routing Table link.
The Intelligent CLID/DNIS Routing page appears.
4Click the Insert link.
The CLID/DNIS Setup page appears.
5Set the method to identify the call:
 If you want to create a rule based on the line a call comes in on, in the Line box enter the 
line number.
 If you want to create a CLID or ANI...

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 If you have Multimedia Call Center enabled and you want to assign routing to Multimedia 
Call Center calls, select the Voice Button check box. If you select the Voice Button check 
box, you can enter a CLID/ANI number, but you must leave the Line box and the DNIS 
box blank.
6Select the type of routing you want to apply to the call:
 if you want to move the call to another skillset, select Move to Skillset and from the 
Skillset list box select the...

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Nortel Networks Call Center Set Up and Operation Guide
Deleting a CLID/DNIS Route
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the CLID/DNIS Routing Table link.
The Intelligent CLID/DNIS Routing page appears.
4Click the Delete link for the route you want to delete.
The routing is removed from the CLID/DNIS Routing Table. 

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Assigning an agent to a skillset
You can assign an agent to one or more skillsets. Each agent is responsible for answering calls for 
the skillsets they are assigned to.
Dynamic Agent Priority
If you use Call Center Professional on Business Communications Manager 2.5, agents can have 
different priorities depending upon which skillset they are logged on to. For example, when an 
agent is a member of the English skillset, their priority can be 1 because...

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Nortel Networks Call Center Set Up and Operation Guide
5Click the Assign button.
The Assign Agents page appears with the available agents displayed.
6Click the Assign check box for each agent that you want to add to the skillset.
7If you use Professional Call Center, from the Priority list box, select the Priority of the agent.
1 is the highest priority.
8Click the Submit button.
The agent you selected appears on to the Assigned Agents page.
If you want to assign...

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Changing an agent’s priority in a skillset
If you use Call Center Professional on Business Communications Manager 2.5, agents can have 
different priorities depending upon which skillset they are logged on to. For example, when an 
agent is a member of the English skillset, their priority can be 1 because they are fluent in English. 
The same agent can have a priority of 3 when they are logged on to the Spanish skillset and, a 
priority of 6 when they are...