Nortel Call Center Telephone Administration Manual page 184

184 Glossary
Memory button indicator
Memory button indicators are the triangular-shaped LCD indicators on a telephone 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 telephone 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 telephone as the designated MWI extension.
The Message Waiting Indication extension is an optional telephone number that indicates
when a skillset mailbox has messages waiting. The MWI extension that you assign shows
Message for you on the telephone display when there are new messages in the skillset
mailbox.
Method of Call Distribution
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 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. An agent can have a
priority from 1 to 20. 1 is the highest priority. You can assign this priority to your most
experienced agents.
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) is a 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.
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