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Glossary 267
Nortel Networks Call Center Set Up and Operation Guide
Memory button indicator
Memory button indicators are the triangular-shaped indicators on a phone next to the
memory buttons. Memory button indicators can be used to monitor call activity and view
the Login/Logout status and the Not Ready status of agents.
Message Waiting Indication (MWI)
The Message Waiting Indication appears on a phone display as Message for you when
there are new messages.
Message Waiting Indication extension (MWI extension or MWI DN)
For each skillset mailbox, you can assign a phone as the designated MWI extension. The
Message Waiting Indication extension is an optional phone number that indicates when a
skillset mailbox has messages waiting. The MWI extension that you assign shows
Message for you on the phone display when there are new messages in the skillset
mailbox.
Method of Call Distribution (Method)
The method of call distribution determines which of several available agents to route the
call to. There are two methods of call distribution: Least Busy and Preferred. Least Busy
routes calls to an agent who has been available the longest. Preferred routes calls to the
agent with the highest priority (the best qualified agent).
Not Ready
Not Ready, (previously known as Make Busy), is a Feature Code that extends a Break
Time if agents need additional time after a call to do paperwork or other tasks.
Off-premise Message Notification
Off-premise Message Notification is a feature that notifies you at a destination number
when there are new or urgent messages in a skillset mailbox.
Priority
You assign a priority to each agent according to their qualifications. On Business
Communications Manager Professional, agents can have dynamic agent priority.
Primary alert time
The Primary alert time is the first time limit that you assign for calls waiting in skillsets.
If a call exceeds the Primary alert time limit, you are given a visual warning on
programmed memory button indicators. The other alert time is Secondary alert time.
Make Not Ready (Return to Skillset)
Make Not Ready (Return to Skillset), (previously known as Auto Make Busy) is an agent
property that controls how a call is treated if an agent does not answer the call. Make Not
Ready assigns an agent's telephone to respond as it does with the Not Ready feature
enabled. Automatic Logout automatically logs an agent out of their skillset if they do not
answer a call.