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Nortel Networks Call Center Set Up and Operation Guide
Glossary
AA
See Automated Attendant.
Agent
An agent is a person who is assigned to answer calls for one or more skillsets in your call
center.
Agent ID
When you add an agent, Call Center assigns an agent ID number you use to identify the
agent. The agent uses their agent ID number and password to log on when they are ready
to receive calls.
Alert times
Alert times are time limits that you assign for calls waiting in skillsets. If a call exceeds the
Primary or the Secondary alert time limit, a programmed memory button indicator flashes.
A slow flash means that a call has exceeded the Primary alert time. A quick flash means
that a call has exceeded the Secondary alert time.
Attendant
The attendant is the person who you assign to answer an extension number. The attendant
can be a receptionist, operator or target attendant.
Automated Attendant (AA)
The Automated Attendant is similar to an automatic answering service. AA answers
incoming calls with a Company Greeting and a menu of options. AA routes calls in
response to a caller’s dialpad selections. For a greater range of options and services for
incoming calls, a Custom Call Routing (CCR) menu can be assigned to play instead of the
Automated Attendant menu.
Automatic Answer
Automatic Answer (previously called Force Call) is an agent parameter that force delivers
calls to an agent. If Automatic Answer is enabled, the agent hears a tone that indicates that
a call is delivered. The agent is automatically in the handsfree mode.
If Automatic Answer is not enabled, calls ring at the agent's telephone and the agent must
manually answer the calls.
Break Time
Break Time is a time period you set up for agents to complete paperwork or other tasks
after they finish a call. After an agent completes a call, they are taken out of the skillset for
this Break Time. The agent can extend or cancel the Break Time by using the Not Ready
Feature Code.
CCR
See Custom Call Routing.