Nortel Contact Center Manager User Manual page 138

Contact Center Manager Server configuration
4 From the Agent Order Preference list, choose how to present calls to
agents based on their idle time. Valid values are as follows:
Longest total time in idle state since login—Choose this option if you
want calls to be presented to the agent who accumulated the most idle
time since logging on (this is the system default for the CS 2x00/DMS
switch).
Longest time in idle state since last status change—Choose this
option if you want calls to be presented to the agent who accumulated
the most idle time since the agent's last status change.
Longest total time since last CDN/ACD call—Choose this option if
you want calls to be presented to the agent with the longest elapsed
time since handling a CDN/ACD call.
The system does not reset the timer when the agent switches to the Not
Ready state.
5 In the Default Music/RAN Route box, type the default route to use when a
script contains route commands but does not explicitly state a route
number.
Valid values: maximum of three digits
Valid range: 0 to 511 (999 reserved for internal route)
The route you specify must already exist and must be configured on the
switch.
6 In the Caller Enter Data Delimiter box, type the character that the system
uses to separate various types of data that callers enter during an IVR
session.
The IVR system prompts callers to press this character after they enter
information on their telephone keypad. For example, "Enter your account
number followed by the number sign" means that the Caller Entered Data
Delimiter is a number sign (#).
7 Click Submit.
138
Standard 4.06
Contact Center Manager