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34 Chapter 4 Setting up Call Center agents
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In addition to these agent properties, if you use Professional Call Center you can assign agents
Dynamic Priority when you assign them to a skillset. For more information refer to
“Dynamic
Agent Priority” on page 54.
Missed Call Option
The Missed Call Option 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.
The default is Make Not Ready (Return to Skillset).
To assign how many rings before the Missed Call Option, change the timer
for Transfer Callback Timeout.
• If you use a Business Communications Manager system, refer to
“Timers” section of the “Configuring System Settings” chapter of the
Business Communications Manager Programming Operations Guide
.
• If you use a CallPilot system, refer to the
Norstar System Coordinator
Guide.
Accepted Call Types
Accepted Call Types are Voice calls only, Multimedia calls only, or both. If
you do not have Multimedia Call Center enabled, Accepted Call Types
does not appear.
For more information on Multimedia Call Center refer to the
Multimedia Call
Center Set Up and Operation Guide.
Priority
If you use Basic Call Center, assign a priority to the agent. If the method of
call distribution for the skillset is Preferred, the agent with the highest
priority receives the call. The agent priority ranges from 1 to 20. 1 is the
highest agent priority for the most qualified agents. The default value is 10.
For more information about method of call distribution refer to
“Method” on
page 44.
Activity Code Entry Type
Activity Code entry types are Prompted and Optional. If you select
Prompted, the agent is prompted to enter Activity Codes on their telephone.
If you select Optional, an Activity Code session is not automatically
displayed on the agent’s telephone, but they can press F907 and enter
Activity Codes.
Optional is the default.
For more information about Activity Codes see “Activity Codes” on page
193.