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214 Chapter 16 Tips for operating Call Center
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Tips to improve the efficiency of Call Center
Plan for busy times:
• when you assign agents to the skillsets, assign as many qualified agents as possible to answer
calls for the skillsets
• have agents log on to a skillset when it gets busy
• have routing that moves the call to another skillset with a higher priority
Plan for slow times:
• for example, if agents are logged on to skillset 1 only, ensure that incoming calls to skillset 2
overflow to skillset 1. When you set up skillset parameters for skillset 2, assign a time to the
Overflow parameter. Then callers can still speak to an agent.
• When no agents are logged on to any skillset, ensure that the call center greetings set up in the
Routing Table have Transfers set up. If a call center greeting transfers to a skillset mailbox,
callers can press · to leave a message in the skillset mailbox. Ensure that the greeting
includes that callers can press · to leave a message in a mailbox. · is the default keypad
button callers can press to transfer to the skillset mailbox. You can select a different number.
Using B1 and B2 DNs
You can use B2 DNs on Business Communications Manager systems only if you have upgraded
your system. If you have a new Business Communications Manager system, you cannot use B2
DNs.
For more about assigning B1 and B2 CDNs to skillsets see “Skillset properties” on page 44.
When you assign a CDN to a skillset
• If you use Business Communications Manager, do not program any new skillsets to use DNs
that reside on ports 01xx or 08xx (or 07xx) if you use a 5/3 split system). Neither Call Center
nor other system components (including the core) are guaranteed to be robust with this
configuration. This does not apply to you if you use a CallPilot 100/150 system.
• It can be a B1 extension number that is not connected to any telephone or peripheral.
• It can be a B2 extension that is not connected to a B2 application.
• If a telephone or any other device uses the same extension the call center will not answer calls.
• On a Business Communications Manager system, you can determine the range of B1
extensions by using the Unified Manager. The DNs do not have to be physically equipped with
a Media Bay Module.
• The system assigns a skillset mailbox that uses the CDN as its mailbox number. You must
initialize the mailbox before you can use the skillset or the mailbox.
• Do not rename a telephone DN to a CDN used by Call Center.