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Call Center Telephone Administration Guide
Chapter 1
About Call Center
This guide leads a Call Center Administrator through setting up and operating Call Center on a
CallPilot 100/150 or BCM50 system. You can program Call Center using any two-line display
telephone on your telephone system. You can also use the web-based CallPilot Manager to set up
and operate Call Center.
Call Center is an application that handles incoming calls as efficiently and economically as
possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely
matches the needs of the caller. Calls can be routed based on the origin of the call, the destination
of the call, or the information entered by the caller. Callers can be given high or low priorities.
Callers can overflow to different groups or skillsets of agents, transfer out of the system, leave a
message, and hear announcements and informative messages.
For information about Call Center features, refer to the Call Center Set Up and Operation Guide.