About Nortel Call Center; Basic, Enhanced And Professional Call Center - Nortel Call Center Set Up And Operation Manual

Chapter 1

About Nortel Call Center

This guide leads a Call Center Administrator or a System Administrator through setting up and
operating Call Center, and is an ongoing reference.
Call Center is an application that handles incoming calls as efficiently and economically as
possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely
matches the needs of the caller. Calls can be routed based on the origin of the call, the destination
of the call, or the information entered by the caller. Callers can be given high or low priorities.
Callers can overflow to different groups or skillsets of agents, transfer out of the system, leave a
message, and hear announcements or informative messages.
You set up and operate Call Center through CallPilot Manager, the web-based interface, and from
a telephone. If you use the CallPilot 100/150 or BCM50 system you can set up and administer
some Call Center functionality from a two line display telephone.

Basic, Enhanced and Professional Call Center

Basic, Enhanced and Professional Call Center are available. The table
Enhanced and Professional Call Center" on page 15
use Basic or Enhanced Call Center on a CallPilot 100/150 system. You can use Basic or
Professional Call Center on a Business Communications Manager system. You can use Basic Call
Center on a BCM50 system.
"Comparison of Basic,
shows the differences between them. You can
Nortel Call Center Set Up and Operation Guide
11