Nortel Express User Manual page 47

March 2005
Default call presentation settings
Before you set up a call presentation class for your call center, the following
default behavior applies:
Calls are presented to an agent. If a call is not answered after 18 seconds, it
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is returned to the queue. Then the agent's phoneset is placed in a Not Ready
state.
Agents receive no break after a call.
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Agents can take incoming call center calls by placing their DN call on hold.
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Note: Incoming calls are not answered automatically. The agent must put
the DN call on hold and press the dark incalls key to signal that he or she is
waiting for a call; then a call will be presented to the INCALLS key.
Callers who are on hold or waiting to be presented to an agent receive the
treatment specified in the Call Routing wizard, which can include music,
silence, or a recorded announcement. For more information, see Chapter 6,
"Configuring call treatments and call routing." Symposium Express Call Center
routes calls to agents according to their skillsets. For more information, see
Chapter 4, "Configuring skillsets."
Call Center Management Guide
Managing call presentation
47