Nortel Express User Manual page 50

Managing call presentation
5 Decide whether to allow a break after the end of a call.
IF you
want to set a break time
between calls to an agent
phoneset
do not want to set a break
time
6 Check this box if you want to allow agents to place DN calls on hold to
answer an incoming call. If you choose this option, calls are presented to
agents when they place the DN call on hold and signal to the switch that
they are waiting for a call.
Note: Incoming calls are not answered automatically. If an agent notices a
call waiting (for example, through a wallboard) while active on a DN call,
the agent can put the DN call on hold and press the dark In-Calls key to
return to the idle agent queue. The In-Calls key stays dark until a call is
presented.
If you do not choose this option, calls are not presented to agents while
they have a DN call on hold.
7 Click Save.
Result: You return to the Call Presentation window, and the new call
presentation class appears on the list.
What's next?
To assign the call presentation to a new agent, see "Adding agents" on page 71.
To assign the call presentation class to an existing agent, see "Changing user
properties" on page 74.
50
THEN
a. check After call, break for.
b. specify the length of time for the break.
a. check After call, break for.
Symposium Express Call Center
Standard 2.0