Filter
Top Products
163
Call Center Telephone Administration Guide
Chapter 12
Tips for operating Call Center
This chapter has tips on improving the operation of Call Center.
Agent administration
• Agents can log on to any telephone on the system.
• Call Center has an Auto Busy Mode feature that ensures that calls do not ring indefinitely at an
abandoned agent set. If an agent does not answer a call within a specified number of rings, the
call returns to the skillset to be presented to another agent, and the telephone is placed into
Auto Busy Mode by Call Center. The agent must manually cancel Auto Busy Mode to resume
accepting calls.
Skillset administration
• If a call comes in on a line that belongs to a skillset with no available agents, the call is not
answered until either the Delay Answer Time elapses or an agent becomes available for the
call.
During the Delay Answer period when the caller hears ringback, the line the call comes in on
still rings on the sets configured to answer this line.
If your call center has long Delay Answer Times (longer than about 10 seconds), in your
greeting specify to callers that their call is being tracked by Call Center. Otherwise, it is
possible for callers not to understand the long ringback delay and hang up.
Call Center greetings
• Record greetings that are a maximum of 20 seconds long. If your greetings are longer than 20
seconds, waiting callers must wait longer before they hear a greeting. The longest recorded
greeting for a skillset affects the frequency with which callers hear greetings. If your greeting
length times vary a lot, there is a very large variance in how often callers hear greetings.
Therefore it is best to keep greetings similar lengths if possible, about 20 seconds each.
• Ensure that when you record a greeting that transfers callers to a skillset mailbox you include
in the greeting: “To leave a message in the mailbox press ·” (or the keypad button you
designate for the skillset mailbox).