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12 Chapter 1 About Nortel Networks Call Center
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Call Center features
Call Center has many features that give your call center advanced and flexible call handling.
Intelligent Routing
Intelligent Routing gives you advanced methods for routing calls through
your call center. How calls are directed is based on various input
conditions.
Intelligent CLID/DNIS Routing:
• is the ability to route calls according to CLID/ANI, DNIS, ISDN Calling
Number
• is applied when calls first enter the Call Center
• is available if you use Professional Call Center
Intelligent Caller Input Routing, Basic:
• is the ability to route calls to the Auto Attendant, a Custom Call Routing
(CCR) Tree, the operator or a skillset mailbox
• routing is applied when the caller presses a telephone button in
response to instructions played in a greeting
Intelligent Caller Input Routing, Advanced:
• includes the Basic capabilities plus the ability to create rules that route
calls to other skillsets and locations depending on the caller input
• is available if you use Professional Call Center
• lets you change the priority of the call
Intelligent Overflow Routing:
• routes calls to an extension, a mailbox, an external phone number, the
Auto Attendant, a skillset mailbox or a CCR Tree
• lets you change the priority of the call
Flexible routing steps
You can assign these routing steps to Day and Night Routing Tables,
Overflow and Advanced Call Input Routing:
• transfer to a mailbox
• transfer to an extension
• transfer to an external telephone number
• transfer to the Auto Attendant
• transfer to an operator
• transfer to a skillset mailbox
• transfer to a CCR Tree
• move to another skillset using Advanced Call Input Routing
Agent priority and
dynamic agent priority
You can assign agents a priority that represents their level of expertise.
You can assign an agent a priority between 1 and 20, where 1 is the
highest priority.
If you use Call Center Professional you can assign agents different priority
levels depending on the skillset they are logged on to.
Choice of call presentations
You can assign agents forced calls, or let agents answer calls manually.