Nortel Call Center Set Up And Operation Manual page 16

16 Chapter 1 About Nortel Call Center
Features
Supervisor functionality, including call
monitoring
Supervisor Help
Maximum simultaneous monitoring
sessions
Caller Input Tables
Basic Intelligent Caller Input Routing: the
ability to route a call to an Operator, Auto
Attendant, skillset mailbox or CCR Tree.
Advanced Intelligent Caller Input Routing:
the ability to route a call based on
multi-digit fixed or variable strings
Delegated Call Center Administration: the
System Administrator can create a
password to give a Call Center
Administrator or supervisor access to Call
Center administration.
Intelligent Overflow Routing: rules you
create to overflow, change the priority of,
and move calls to multiple skillsets, a
skillset mailbox, an internal or external
number, a mailbox, the Auto Attendant or
an operator.
Intelligent CLID/DNIS Routing
Overflow rules per skillset
Overflow skillsets
Service Mode: you specify the start and
end times for the day and night skillset for
each day of the week
Limited Feature 983 telephone
administration
CallPilot Manager
N0008709 04
Call Center for CallPilot 100/150
Basic Call Center for BCM50
Muted/Silent monitor
Silent is available only if a MICS
7.0 or better KSU is used.
Otherwise, muted mode is
available. Only one mode is
available at a time, so if silent
mode is available, muted mode is
not.
Available with Silent Monitor. Not supported with Muted Monitor.
6
Basic: not available
Enhanced: 30
Available
Basic: not available
Enhanced: available
Available
Available
Basic: not available
Enhanced: 100 rules
20
Basic: 1
Enhanced: 29
Available
Available
Available
Call Center for Business
Communications Manager
Silent monitor
6
Basic: not available
Professional: 50
Available
Basic: not available
Professional: available
Available
Available
Basic: not available
Professional: 100 rules
20
Basic:1
Professional: 49
Available
Not available
Available