Configuring Lines - Nortel Call Center Set Up And Operation Manual

172 Chapter 12 Line administration

Configuring lines

You must disable a skillset and wait until there are no calls in the skillset before you can add lines
to it. You cannot add lines to a skillset while it is in use.
Note: Target lines that are assigned to a B2 skillset cannot have their DN
programmed as the Control DN of the skillset. This is restricted by the software.
The recommended setting for these lines is blank.
For information on how to program the prime extension, refer to the Business
Communications Manager Programming Operations Guide or the Norstar System
Coordinator Guide.
Lines that are programmed to be answered by Call Center must not be programmed to be answered
by another peripheral or application.
To delay calls being answered, you can assign Call Center to answer incoming calls after a
specified number of rings. The number of rings ranges from zero to 12. If you choose zero rings,
the caller might hear one ring. Zero rings means the call is answered as soon as possible.
For lines equipped with Caller ID, you must set the number of rings to two or more. Caller ID
information is not provided until just prior to the second ring, so if you set the number of rings to
zero or one, Caller ID information is not relayed.
Long distance charges start when a call is answered by Call Center. To minimize long distance
charges, set the ring count higher than 0 so that calls spend more waiting time in a ringing state.
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