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Nortel Networks Call Center Set Up and Operation Guide
Chapter 16
Tips for operating Call Center
This chapter provides tips to improve the operation of Call Center.
Agent administration
• Agents can log on to any telephone on the system.
• Call Center has an Auto Busy Mode feature that ensures that calls do not ring indefinitely at an
abandoned agent set. If an agent does not answer a call within a specified number of rings, the
call returns to the skillset to be presented to another agent, and the telephone is placed into
Auto Busy Mode by Call Center. The agent must manually cancel Auto Busy Mode to resume
accepting calls.
Skillset administration
• If a call comes in on a line that belongs to a skillset with no available agents, the call is not
answered until either the Delay Answer Time elapses or an agent becomes available for the
call.
During the Delay Answer period when the caller hears ringback, the line the call comes in on
still rings on the sets configured to answer this line.
Call Center greetings
• Record greetings that are a maximum of 20 seconds long. If your greetings are longer than 20
seconds, waiting callers must wait longer before they hear a greeting because voice ports are
used each time a greeting is played to a caller. The longest recorded greeting for a skillset
affects the frequency with which callers hear greetings. If your greeting length times vary a
lot, there is a very large variance in how often callers hear greetings. Therefore it is best to
keep greetings similar lengths if possible.
• Ensure that when you record greetings that you use to transfer callers to a skillset mailbox you
include in the greeting: “To leave a message in the mailbox press nine” (or the keypad button
you designate for the skillset mailbox).