Call Center Skillsets - Nortel Call Center Set Up And Operation Manual

Call Center skillsets

Skillset Rules
parameter
Skillset name Maximum 16 characters
Extension cannot be used by
Control DN (CDN) another telephone or peripheral
MWI extension
Method Least Busy or Preferred
Enter as mm:ss
minimum: 00 min 00 sec
Break Time maximum: 59 min, 59 sec
Enter as mm:ss
minimum: 00 min 00 sec
Delay answer maximum: 10 min 00 sec
Attendant extension for the
skillset. If clear, the operator
Attendant ext extension is used
Use previous _ The number of previous calls
calls used to calculate EWT.
EWT increase
allowed
call time used to calculate EWT
before the number of calls
Initial Call specified in Use Previous is
Duration reached.
Primary or alternate. Appears if
Bilingual is enabled in the
Language system properties
Chapter 19 Call Center Programming Record
Default Skillset #
SKILLn
Least Busy
00:30
00:00
not selected
10
selected
Nortel Call Center Set Up and Operation Guide
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