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Chapter 1 About Call Center 13
Call Center Telephone Administration Guide
Related documents
For more information about Call Center refer to the:
• Nortel Networks Call Center Set Up and Operation Guide
• Nortel Networks Call Center Agent Guide
• Nortel Networks Call Center Supervisor Guide
• Nortel Networks Call Center Reporting Set Up and Operation Guide
For information about setting up CallPilot refer to the:
• CallPilot Manager Set Up and Operation Guide
• CallPilot Telephone Administration Guide
• CallPilot 100/150 Installation and Maintenance Guide
For information about configuring telephony resources, refer to the:
• Norstar System Coordinator Guide
Routing
Intelligent Overflow Routing “Adding Overflow rules” on page 122
Greeting step
Distribute for step
Goto step
Transfer step
Disconnect step
“Adding a Greeting step” on page 130
“Adding a Distribute for step” on page 134
“Adding a Goto step” on page 135
“Adding a Transfer step” on page 136
“Adding a Disconnect step” on page 138
Expected Wait Time tables NOTE: You must use CallPilot Manager. You cannot
administer EWT Tables via telephone.
Activity Codes NOTE: You must use CallPilot Manager. You cannot
administer Activity Codes via telephone.
Caller Input Rule Tables NOTE: You must use CallPilot Manager. You cannot
administer Caller Input Rule Tables via telephone.
Advanced Intelligent Caller Input Routing NOTE: You must use CallPilot Manager. You cannot
administer Advanced Intelligent Caller Input Routing via
telephone.