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11
Nortel Networks Call Center Set Up and Operation Guide
Chapter 1
About Nortel Networks Call Center
This guide leads a Call Center Administrator or a System Administrator through setting up and
operating Call Center, and is an ongoing reference.
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 or informative messages.
You set up and operate Call Center through CallPilot Manager, the web-based interface, and from
a telephone. If you use the CallPilot 100/150 system you can set up and administer some Call
Center functionality from a two line display telephone.
Professional and Basic Call Center
Basic Call Center and Professional Call Center are available. The table “A comparison of Basic
and Professional Call Center” on page 15 shows the differences between them. You can use Basic
Call Center on a CallPilot 100/150 system. You can use Basic or Professional Call Center on a
Business Communications Manager system.