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Nortel Networks Call Center Set Up and Operation Guide
Chapter 17
Examples of Call Center configurations
There are many ways to set up Call Center in your company. Here are three examples of how one
business configured Call Center to meet its changing needs:
• “Basic Call Center” on page 217
• “Professional Call Center with Reporting” on page 223
• “Multimedia Call Center” on page 236
Basic Call Center
Mosaic Hardwood Flooring is a business that receives many calls each day. Most of the calls are
for sales or installation and service. Calls are answered by whomever is available, and often callers
must wait on hold while the employee answers another call. Calls are transferred to other
telephones where, if they are not answered, they can return to the original answer point. The
employee then puts the current call on hold and asks the first caller who they are waiting for.
Because Mosaic does not have a strategy for how calls are answered, they have had many
complaints from customers and employees, and lost business.
Mosaic decides to implement a Call Center solution to distribute calls to the appropriate staff
members. Mosaic wants a Call Center that directs calls according to whether they are for sales, or
for installation and service.
Mosaic has 14 employees, including four full-time staff members in the showroom, one employee
who books installations and takes service requests, and a team of nine installers. Although all of
the employees are able to answer sales and service calls, Mosaic prefers that only the showroom
staff receive sales calls, and answer service calls only if a caller has been waiting for more than 15
minutes. Although there is an employee who handles service and installation calls, Mosaic wants
the installers to be able to answer service questions when they are in the office.
Mosaic has four PSTN lines. Telephones are distributed throughout their offices and showroom.
Here is how Mosaic configured their Basic Call Center:
“General Configuration” on page 218
“Skillset 1 properties” on page 218
• “Routing Tables” on page 219
• “Service Mode” on page 220
• “Overflow” on page 220
“Skillset 2 properties” on page 221
• “Routing Tables” on page 221
• “Service Mode” on page 222
• “Overflow” on page 222