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16 Chapter 1 About Nortel Networks Call Center
P0605665 03
Basic Intelligent Caller Input
Routing: the ability to route a
call to an Operator, Auto
Attendant, skillset mailbox,
CCR Tree or internal or external
number
Available Available Available
Advanced Intelligent Caller
Input Routing: the ability to
route a call based on multi-digit
fixed or variable strings
Not available Available Not available
Delegated Call Center
Administration: the System
Administrator can create a
password to give a Call Center
Administrator or supervisor
access to Call Center
administration.
Available Available Available
Intelligent Overflow Routing:
rules you create to overflow,
change the priority of, and move
calls to multiple skillsets, a
skillset mailbox, an internal or
external number, a mailbox, the
Auto Attendant or an operator.
Available Available Available
Intelligent CLID/DNIS Routing Not available Available Not available
Overflow rules per skillset 20 20 20
Overflow skillsets 1 49 1
Service Mode: you specify the
start and end times for the day
and night skillset for each day of
the week
Available Available Available
Limited Feature 983 telephone
administration
Available Not available Not available
CallPilot Manager Available Available Available
Call Center Reporting
Enabled with optional
Software Authorization
Code
Available with Call Center
Professional. Must be
enabled with the Software
Authorization Code with
the Call Center
Professional Upgrade.
Enabled with optional
Software Authorization
Code
Expected Wait Times Not available 20 tables 5 tables
Activity Codes Not available 2,000 entries 2,000 entries
Features Basic Call Center for
CallPilot 100/150
Professional Call Center
for Business
Communications
Manager
Basic Call Center for
Business
Communications
Manager