Call Center Programming Record - Nortel BCM50 Administration Manual

Chapter 14

Call Center Programming Record

For this programming task
Record the Feature Codes used by Call Center
Record the line information for lines answered by Call Center
Record the Operator and Business Status settings
Record the number of reserved channels and the Primary and
Secondary Alert times
Record agent ID, agent name, Priority, supervisor status and
skillset for each agent
Record Control DN, skillset name, MWI ext, Method, Break Time
and Delay Answer time limit
Record agents assigned to the skillsets
Record the skillset mailbox name, skillset mailbox number, MWI
extension and skillset mailbox password
Record the type of step and step parameters for Day and Night
Routing Tables
Record Line Answering details
Note: Make copies of these pages as required.
see
Feature Codes
Line answering
Operator/Business Status
General Call Center
parameters
Call Center agents
Call Center skillsets
Skillset assignments
Skillset mailboxes
Routing Tables
Line answering
Call Center Telephone Administration Guide
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