Filter
Top Products
Chapter 5 Setting up skillsets 45
Nortel Networks Call Center Set Up and Operation Guide
Break Time
Break Time is a time period for agents to complete paperwork after they
finish a call. After an agent completes a call, they are taken out of the
skillset for the Break Time. The agent can extend or cancel the Break Time
by using the Not Ready Feature Code. For more information, refer to
“Not
Ready” on page 31. The Break Time period can last from 00:00 to 59:59.
The Break Time defaults is 00:30 seconds. You can change the Break
Time period to 00:00 if an agent does not need a Break Time.
If your Call Center uses Activity Codes, set the Break Time to longer than
10 seconds to allow time for Activity Code entry.
Delay Answer
Delay Answer is a toll-saving feature that prevents Call Center from
answering calls and playing greetings when there are no agents available.
When a call comes in on a line belonging to a skillset that has no free
agents, the call is not answered until either the Delay Answer time elapses
or an agent becomes available, whichever happens first. During the Delay
Answer time, the waiting callers hear ringback.
To activate the Delay Answer feature, enter a time for Delay Answer. The
Delay Answer time can be a minimum of zero seconds and a maximum of
10 minutes. The default Delay Answer time is 00:00.
Attendant extension
The attendant extension is the extension used if a caller requests to talk to
the operator after the caller transfers to the Automated Attendant or CCR.
The attendant extension is optional. If you do not assign an attendant
extension, the call is sent to the system attendant extension. If a call is
transferred to an Auto Attendant greeting table, the call is sent to the
greeting table attendant.
Language preference
Language preference can be either Primary or Alternate. The language
preference is the language choice used for prompting callers who transfer
to the Automated Attendant or CCR. Language preference appears only on
a system that is configured as bilingual.
Use previous _ calls to
calculate EWT
You can enter a number between 2 and 256 calls.
For more information about Expected Wait Time see “Expected Wait Time”
on page 129.
EWT Increase Allowed
Selected by default, which means that EWT will be recalculated if it
increases, and the appropriate EWT greeting will be played.
For more information about Expected Wait Time see “Expected Wait Time”
on page 129.
Initial Call Duration
The Initial Call Duration is used to compute expected wait time until
sufficient call statistics are obtained. This can be a value between 00:01:00
and 24:00:00.
For more information about Expected Wait Time see “Expected Wait Time”
on page 129.
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.