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Chapter 12
Tips for operating Call Center
This chapter has tips on improving the operation of Call Center.
Agent administration
•Agents can log on to any telephone on the system.
•Call Center has an Auto Busy Mode feature that ensures that calls do not ring indefinitely at an abandoned agent set. If an agent does not answer a call within a specified number of rings, the call returns to the skillset to be presented to another agent, and the telephone is placed into Auto Busy Mode by Call Center. The agent must manually cancel Auto Busy Mode to resume accepting calls.
Skillset administration
•If a call comes in on a line that belongs to a skillset with no available agents, the call is not answered until either the Delay Answer Time elapses or an agent becomes available for the call.
During the Delay Answer period when the caller hears ringback, the line the call comes in on still rings on the sets configured to answer this line.
If your call center has long Delay Answer Times (longer than about 10 seconds), in your greeting specify to callers that their call is being tracked by Call Center. Otherwise, it is possible for callers not to understand the long ringback delay and hang up.
Call Center greetings
•Record greetings that are a maximum of 20 seconds long. If your greetings are longer than 20 seconds, waiting callers must wait longer before they hear a greeting. The longest recorded greeting for a skillset affects the frequency with which callers hear greetings. If your greeting length times vary a lot, there is a very large variance in how often callers hear greetings. Therefore it is best to keep greetings similar lengths if possible, about 20 seconds each.
•Ensure that when you record a greeting that transfers callers to a skillset mailbox you include in the greeting: “To leave a message in the mailbox press ·” (or the keypad button you designate for the skillset mailbox).
Call Center Telephone Administration Guide
