Nortel Express User Manual page 251

Index
A
access class assigned to a user, changing the
access rights
and using this guide
of different user types
accessing
the server, using the MAT Navigator
ACD DNs
mapping Voice Services treatments
ACD Waiting Calls (AWC) key/lamp
acquiring
CDNs
179
phonesets
185
resources
172 – 173
activity codes
189 – 194
adding
192 – 193
changing
194
deleting
194
previewing list of
194
printing list of
194
Add Voice Port box
184
adding
activity codes
192 –
agents
71
call treatments
142
CDNs
177 – 178
DNISs
197
phonesets
183 – 184
skillsets
84
supervisors
68
users
68 , 71
After call, break for check box
agent occupancy description
agent phoneset
182
agent phoneset display
agent phoneset display examples
agent roaming
67
agent to skillset assignments, configuring
agents
Call Center Management Guide
12
58
38
127
216
193
, 144
50
17
212 , 220
214
87
adding new
and skillset priority
configuring agent to skillset assignments
74
creating
71
maximum number
routing calls to specific agents
Alarm Monitor
closing
203
description
202
Help
203
hiding
203
alarms
clearing
205
critical
203
investigating
major
203
minor
203
recovery path for
turning off
205
viewing help for
announcements, and call routing
assignments, configuring agent to skillset
B
backups
overview
208
break time between calls
C
call
144
call abandonment, description
call centers
components
functions of
overview
16
, 90
call flow illustration
71
88
71
167
203
203
203
161
48
17
16
16
165
87
90
251