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218 Chapter 17 Examples of Call Center configurations
P0605665 03
General Configuration
Skillset 1 properties
Keycode Basic Call Center
Hardware Business Communications Manager
Agents Agent 1- Bob
Agent 2- John
Agent 3- Jane
Agent 4- Sales4
Agent 5- Inst_Supp1
Agent 6- Installer1
Agent 7- Installer2
Agent 8- Installer3
Agent 9- Installer4
Agent 10- Installer5
Agent 11- Installer6
Agent 12- Installer7
Agent 13- Installer8
Agent 14- Installer9
Greeting 1 & 2 Thank you for calling Mosaic Hardwood Flooring. Please hold for the next
available sales representative.
Greeting 3 Thank you for holding. Please continue to hold and your call will be
answered in the order it was received.
Lines 121, 122 ! Skillset 1 ! 2 rings
123, 124 ! Skillset 2 ! 2 rings
Name Sales
MWI DN 333
Method Least busy
Attendant Ext None
Use previous __ calls to
calculate EWT
10
EWT Increase Allowed Selected
Initial Call Duration 00:03:00
Activity Code Entry Type Optional
Agents 1,2,3,4