Nortel Contact Center Manager User Manual page 42

Configuration Overview
If the agent is on a call, the switch logs the agent off when the call is
complete. The Make Set Busy lamp lights.
The switch can also force an agent to log off. This forced logoff occurs when an
agent does not answer a call before the ACD ringing threshold timer
(ACDRNGTH) expires. When the ACD ringing threshold is reached, the switch
takes control of the call and logs the agent off.
You set the ACD ringing threshold in the ACDGRP table. For information about
setting the ACD ringing threshold, see "Configuring ACD groups for ACD-DNs,
phonesets, and agents" on page 77.
Phoneset displays
Agent and supervisor phonesets can display information such as the Calling
Line Identification (CLID) number of the caller. You must configure the
information on the CS 2x00/DMS switch. Contact Center Manager Server does
not control the information displayed on the phoneset.
Skillset display on phoneset
Common Command Model (CCM) 16/SCAI17 or later supports skillset name
display on the agent and supervisor phonesets. However, the phoneset displays
only the first 15 characters of the skillset name and only the characters A
through Z and the numbers 0 through 9.
LOB codes
Line of Business (LOB) codes, or activity codes, identify the type of call. For
example, an activity code can indicate a sales or a support call. To use activity
codes, you must enable the LOB feature on the CS 2x00/DMS switch. To assign
names to the activity codes (for example, sales or support) for reporting
purposes, you must also define the activity codes in Contact Center Manager
Administration. Agents can enter up to three LOB codes during a call.
Agent action or event
Enter the first LOB code for the
call.
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CS 2x00/DMS action
Buffer the code.
Standard 4.06
Contact Center Manager