Skillset Properties - Nortel Call Center Set Up And Operation Manual

48 Chapter 5 Setting up skillsets

Skillset properties

Skillset
Control DN
Name
MWI DN
(Message Waiting Indication
extension)
Method
(Method of Call Distribution)
N0008709 04
The number between 1 and 50 that is assigned to the skillset.
The Control Directory Number is the extension associated with the skillset.
Incoming calls transfer to the CDN of each skillset from extensions, the
Automated Attendant or Custom Call Routing. The CDN is the skillset
mailbox number.
If you have a new Business Communications Manager system, you must
use B1 DNs (extensions). A B1 extension number is the extension number
that you dial to call a telephone or peripheral.
You can use B2 DNs (extensions) on Business Communications Manager
systems only if you have upgraded your system. A B2 extension is a spare
extension.
If you use Interactive Voice Response or any other application that uses
Auto Assign, you must delete any Call Center CDNs before you install the
other applications. After you install the applications you must set up the
Call Center CDNs again.
For more information about using B1 and B2s see
on page 220.
The skillset name is displayed:
• on Call Center displays to identify the skillset
• in reports
• as the skillset mailbox name
The skillset name can be a maximum of 16 characters. If you do not enter a
name, the skillset name defaults to SKILLn where n is the skillset number.
The name for each skillset is the same as the skillset mailbox name.
The Message Waiting Indication extension is an optional phone number
that indicates that a skillset mailbox has messages waiting. The MWI
extension that you assign shows Message for you on the telephone display
when there are new messages in the skillset mailbox. The MWI DN
defaults to None. If you forget the MWI extensions for a skillset mailbox,
you can view the MWI extensions by using the procedure
skillset mailbox number" on page
The method of call distribution determines to which of several available
agents to route the call. There are two methods of call distribution: Least
Busy and Preferred. Least Busy routes the call to the agent who has been
available the longest. Preferred routes the call to the agent with the highest
priority (best qualified agent is 1). If there are several agents with the
highest priority, the agent available longest with that priority will be
selected. The default method of call distribution is Least Busy.
If you use Call Center Professional you can assign agents different
priorities depending on the skillsets they belong to. For more information
refer to "Dynamic Agent Priority" on page
"Using B1 and B2 DNs"
"Determining a
68.
59.