Setting The Service Mode For Skillsets - Nortel Call Center Set Up And Operation Manual

Setting the Service Mode for skillsets

You must set the Service Mode the skillset uses so that calls are answered correctly.
Before you set the Service Mode you must:
• configure a skillset
• set up at least a Day Routing Table for the skillset
The default Call Center Service Mode is 24 hour operation. You can change the hours of operation
using the Operator Feature Code (≤·°¤). There are six possible Service Modes:
The skillset uses the Automatic Service Mode. You must configure both the Day and Night
Auto
Routing Tables before you can assign the Auto Service Mode to the skillset.
The skillset uses the Auto Service mode and the Day Routing Table.
Day
You must configure the Day Routing Table before you can assign the Auto Service Mode and
the Day Routing Table.
The skillset uses the Manual Service mode and the Night Routing Table.
Night
You must configure the Night Routing Table before you can assign the Auto Service Mode
and the Night Routing Table.
The skillset uses the Day Routing Table only.
24 Hour
You must configure the Day Routing Table for 24 hour operation to use this Service Mode.
The skillset is not configured.
Uninit
You must configure the skillset before you can assign a Service Mode.
You have only partially configured the skillset. You cannot enable this skillset.
Invalid
Note: If you originally configure the skillset with a Day Routing Table only and
enable the skillset, Call Center will recognize the Service Mode as Day. Afterwards,
if you and add a Night Routing Table, Call Center still recognizes the Service Mode
as Day. You must set the Service Mode to Auto to get Call Center to function in the
Auto Service Mode.
To set the Service Mode for a skillset
Pswd:
RETRY
Choose option
OPER
CC Service
Press ≤·°¤.
1
OK
Enter the default Operator password fl‡‹‡¤°fl‡,
(Operator) and press OK
or
if you changed the default Operator password, enter the new
password and press OK.
Press MODE.
2
MODE
3 This display appears briefly.
Chapter 10 Setting up Routing Tables
Nortel Call Center Set Up and Operation Guide
153