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Nortel Networks Call Center Set Up and Operation Guide
Chapter 5
Setting up skillsets
About skillsets
Call Center skillsets answer and distribute calls to agents as they become available. Skillsets hold
calls for different call center departments, such as sales and technical support.
The maximum number of skillsets you can set up depends on whether you have Basic or
Professional Call Center, and whether you use the CallPilot 100/150 or Business Communications
Manager system. For more information refer to
“Number of skillsets” on page 15.
You cannot change the properties of a skillset while it is in use. For more information, refer to
“Skillset properties” on page 44 and “Configuring lines” on page 166.
How incoming calls are sent to a skillset
Incoming calls are sent to a skillset in one of the following ways:
• You assign a line to be answered directly by a skillset. For information about assigning lines
refer to
“Line administration” on page 165.
• A receptionist, agent or subscriber receives a call and transfers the call to a skillset.
They can transfer the call to a skillset by pressing ≤‡‚ or TRANSFER and entering the
CDN of the skillset. The receptionist, agent or subscriber must not use the Call Pickup feature.
• The Automated Attendant or a CCR Tree answers the call and the caller makes a selection that
routes them to the CDN of the skillset. For more information, refer to
“Auto Attendant” on
page 14 and “Custom Call Routing (CCR)” on page 14.
• Calls can be forwarded to the CallPilot extension of the skillset by Call Forward All Calls
(CFAC), Call Forward No Answer (CFNA) or Call Forward On Busy (CFB). For information
about these features, refer to the Business Communications Manager Programming
Operations Guide or the Norstar System Coordinator Guide.
Note: Agents are restricted in how they can use CFAC, CFNA and CFB. For more
information refer to
“Important considerations about how agents use features” on page
243.