Nortel Call Center Set Up And Operation Manual page 13

Dynamic call priority
Delegated access to Call
Center
Multimedia Call Center
CallPilot Manager
Call monitoring
Call Center Reporting
Note: Multimedia Call Center is not available for CallPilot 100/150.
You can have the priority of a call changed in the Intelligent CLID/DNIS
Routing table, the Intelligent Caller Input Routing Table and the Intelligent
Overflow Routing table.
With call priority, all calls that have a higher priority are handled before
lower priority calls, no matter how long the lower priority calls are waiting.
For an example of using Intelligent Overflow Routing to control call priority,
see "Example 2" on page
You or the System Administrator can create a password to give a
supervisor access to Call Center administration.
If you have Multimedia Call Center enabled, agents can have multimedia
sessions with callers. Callers click an HTML link to connect to the call
center.
CallPilot Manager is a web-based interface you can use to administer
CallPilot and Call Center.
Agents can monitor the call activity in the skillsets they are logged on to.
You and supervisors can monitor the call activity per skillset or on a system
wide basis.
You can generate the System Configuration report to view Call Center
settings.
If you have Call Center Reporting enabled, you can view real time statistics
and comprehensive management information about the day-to-day
performance of your call center.
Nortel Call Center Set Up and Operation Guide
Chapter 1 About Nortel Call Center
124.
13