Overview - Nortel Express User Manual

Managing call presentation

Overview

Introduction
Symposium Express Call Center allows you to specify how calls are presented
to agents. Agents control their readiness to receive calls by logging on to their
phonesets and placing their phonesets in a Ready state.
Call presentation classes
A call presentation class is a set of call presentation options that you can assign
to an agent. You can customize the following call presentation options:
how incoming calls are presented to agents. Calls can be
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automatically answered on an agent phoneset after they have been in the
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system for a specified period of time (call force option). Agents do not
need to press the Incalls key to accept the call.
Note: The agent must use a headset if you use the call force option.
presented to an agent phoneset for a specified length of time, and then, if
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not answered, returned to the queue
presented to an agent phoneset, remaining there until they are answered
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or abandoned
whether agents are provided with a break between calls and, if so, the
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length of the break
whether agents can place directory number (DN) calls on hold for incoming
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calls
Example
At BestAir Airlines, agents in the Sales skillset update the customer database
after each call. This takes about 1 minute. Therefore, the agents' call
presentation class allows a 60-second break after each call. In contrast, agents in
the Information skillset do not usually perform any after-call work, so the call
presentation class for those agents does not include a break.
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Standard 2.0
Symposium Express Call Center