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172 Chapter 13 Setting up Call Center general properties
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Call Center Reporting properties Address
The Call Center Reporting properties let you control who can access Call Center Reporting, and
whether information from the data stream is collected.
Supervisor Help Request Timeout
The Supervisor Help Request Timeout is when to escalate a request if a chosen supervisor does not
answer the help request. You can choose a value from 1 to 60 seconds. The default is 12 seconds.
For more information about Supervisor Help refer to “Supervisor Help” on page 189.
Selection Method (Supervisor Help From)
The Supervisor Help From setting lets you determine where supervisors for escalated requests are
chosen from.
For more information about Supervisor Help refer to “Supervisor Help” on page 189.
Enable Caller ID
The Enable Caller ID options let you select how you want caller ID information to be displayed
on agent telephones:
• Name with number backup: displays the caller's name for 3 seconds and then the skillset
name. If the caller's name is not available, the caller's number is shown.
• Number only: displays the caller's number for 3 seconds and then the skillset name.
• None: displays the skillset name.
All skillsets
sends an unanswered help request system-wide to all Call Center
supervisors.
Agent’s skillsets only
sends an unanswered help request to only the supervisors assigned to
skillsets that the agent is logged on to.
Note: If you use a CallPilot system, Supervisor Help is not available.