What Call Center Includes; Skillsets; Skillset Mailboxes - Nortel Call Center Telephone Administration Manual

10 Chapter 1 About Call Center

What Call Center includes

You can use Enhanced or Basic Call Center on CallPilot. Basic Call Center is available for
BCM50.
Features

Skillsets

Overflow skillsets
Configured agents (available agent IDs)
Agent priority levels
Active agents
Active calls in all skillsets
Maximum active calls per skillset
Lines that can be configured for Call
Center
Voice ports (shared with CallPilot or
dedicated)
Routing tables per skillset
Greetings
Steps per routing table

Skillset mailboxes

Supervisors
Supervisor functionality, including call
monitoring
Maximum simultaneous monitoring
sessions
Day of Week Service: you specify the
start times for the day and night skillset
for each day of the week
Limited Feature 983 telephone
administration
Supervisor Help
Expected Wait Time
Activity Codes
Dynamic agent priority levels
Caller Input Tables
CallPilot Manager
Call Center Reporting
Dynamic call priority levels
N0025637 01
Basic Call Center
2
1
20
10
15
15
15
(You can have an additional 8 for CallPilot if you have 2 CallPilots
30
2
10
Silent is available only if a MICS 7.0 or later KSU is used.
Otherwise, muted mode is available. Only one mode is available
at a time, so if silent monitor is available, muted monitor is not.
Available with Silent Monitor. Not supported with Muted Monitor.
5 tables
Not available
Not available
Enabled with optional Software
Authorization Code
Not available
Enhanced Call Center
30
29
100
20
Enhanced: max 50, min 20
48
48
30
8
on 1 KSU)
2
50
20
30
16
6
Available
Available
20 tables
2,000 entries
20
30
Available
Included
20