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Chapter 18 Troubleshooting Call Center 247
Nortel Networks Call Center Set Up and Operation Guide
Call processing problems
To achieve the most efficient use of your Call Center, make sure you operate Call Center within its
maximum limits. If you overload Call Center, slow or unpredictable call processing times can
occur.
The Call Center maximum configuration limits are 80 active agents, 100 active calls and 50
skillsets. Although these are the configuration limits for Call Center software, we recommend that
you are cautious about approaching the maximum of any of these limits. Business
Communications Manager has other services that also use its hardware and software resources.
As a guideline, we recommend that if you are approaching the limit for agents, active calls or
skillsets, you keep the other two settings at about half their configurable maximum or less.
Excessive Call Ringback
If callers hear ringback for a long time, possibly interrupted by distribute tones, partial or full
greetings, before they get an agent:
• Check whether your Transfer Ringback Timer has a high threshold value. Set your transfer
callback to a higher value than the ring delay for CFNA.
• Ask agents to use the Not Ready Feature Code (≤·‚°) when they are not available to
take calls. As explained in
“Do Not Disturb” on page 244, agents must not use Do Not Disturb.
Tell agents to set their CFNA to the voicemail extension, or the skillset extension if they do
not have a mailbox. If agents use T7316 sets, all Call Center Feature codes (F904, 908 and
909) must be programmed to one of the bottom five keys on each side of the display.
For example, if your number of
active agents is between
we recommend that your
maximum number of active calls
is between
and your number of enabled
skillsets is between
41 - 80 1 - 50 1 - 25
1 - 40 51 - 100 1 - 25
1 - 40 1 - 50 26 - 50