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Chapter 19 Call Center Programming Record 253
Nortel Networks Call Center Set Up and Operation Guide
Call Center skillsets
Skillset
parameter
Rules Default Skillset #
Skillset name Maximum 16 characters SKILLn
Control DN (CDN)
Extension cannot be used by
another telephone or peripheral
MWI extension
Method Least Busy or Preferred Least Busy
Break Time
Enter as mm:ss
minimum: 00 min 00 sec
maximum: 59 min, 59 sec 00:30
Delay answer
Enter as mm:ss
minimum: 00 min 00 sec
maximum: 10 min 00 sec 00:00
Attendant ext
Attendant extension for the
skillset. If clear, the operator
extension is used
not selected
Use previous _
calls
The number of previous calls
used to calculate EWT.
10
EWT increase
allowed
selected
Initial Call
Duration
call time used to calculate EWT
before the number of calls
specified in Use Previous is
reached.
Language
Primary or alternate. Appears if
Bilingual is enabled in the
system properties