Nortel Contact Center Manager User Manual page 45

August 2007
automatically, when all agents log off
manually, when you change the skillset mode on the Skillset Properties
page in the Configuration component of Contact Center Manager
Administration
The following two out-of-service modes are available:
transition mode
night-service mode
Transition mode
You must manually put skillsets into transition mode. In transition mode, the
Contact Center Manager Server accepts no new calls, but continues to present
queued calls to agents. When no further calls are waiting, the Contact Center
Manager Server puts the skillset into night-service mode.
Night service mode
Skillsets automatically go into night-service mode when all agents log off; you
can also manually put skillsets into night-service mode. In night-service mode,
the Contact Center Manager Server accepts no calls for the skillset, and gives
night treatment to queued calls.
ATTENTION
Continuity test
Contact Center Manager Server and LinkPlexer applications both support an
application-invoked continuity test. This test is sent by Contact Center Manager
Server or LinkPlexer applications to the switch and the switch responds. This
continuity test is initiated from the opposite direction from that of a switch-
invoked continuity test but performs the same function from the perspective of
the application. In the case of Contact Center Manager Server to the CS 2x00/
DMS, the continuity test interval is 60 seconds. In the case of LinkPlexer to the
switch, you can configure the interval (default is 600 seconds). It is not
mandatory to have both a switch continuity test and an application continuity
test running.
Contact Center Manager Switch Guide for Communication Server 2x00/DMS
Do not configure the night service key on supervisor
phonesets. Contact Center Manager Server does not support
this feature.
Configuration Overview
45