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251
Nortel Networks Call Center Set Up and Operation Guide
Chapter 19
Call Center Programming Record
For this programming task see on page
Record the Feature Codes used by Call Center Feature Codes 252
Record the line information for lines answered by Call Center Line answering 262
Record the Operator and Business Status settings Operator/Business Status 252
Record the number of reserved channels, the Primary and
Secondary Alert times and the Master Client Address
General Call Center
properties 252
Record agent ID, agent name, Priority, supervisor status and
skillset for each agent Call Center agents 256
Record Control DN, skillset name, MWI ext, Method, Break Time
and Delay Answer time limit
Call Center skillsets 253
Record greeting numbers and information about them Call Center Greetings 253
Record the Intelligent Overflow Routing parameters for each
skillset
Intelligent Overflow
Routing 255
Record agents assigned to the skillsets Skillset assignments 257
Record the skillset mailbox name, skillset mailbox number, MWI
extension and skillset mailbox password
Skillset mailboxes 258
Record the type of step and step parameters for Day and Night
Routing Tables
Routing Tables 259
Record Caller Input Rules Caller Input Rules 260
Record CLID/DNIS Routing
Intelligent CLID/DNIS
Routing 261
Record Line Answering details Line answering 262
Note: Make copies of these pages as required.