184Glossary
Memory button indicator
Memory button indicators are the
Message Waiting Indication (MWI)
The Message Waiting Indication appears on a telephone display as Message for you when there are new messages.
Message Waiting Indication extension (MWI extension or MWI DN)
For each skillset mailbox, you can assign a telephone as the designated MWI extension. The Message Waiting Indication extension is an optional telephone number that indicates when a skillset mailbox has messages waiting. The MWI extension that you assign shows Message for you on the telephone display when there are new messages in the skillset mailbox.
Method of Call Distribution
The method of call distribution determines which of several available agents to route the call to. There are two methods of call distribution: Least Busy and Preferred. Least Busy routes calls to an agent who has been available the longest. Preferred routes calls to the agent with the highest priority (the best qualified agent).
Not Ready
Not Ready is a Feature Code that extends a Break Time if agents need additional time after a call to do paperwork or other tasks.
Off-premise Message Notification
Priority
You assign a priority to each agent according to their qualifications. An agent can have a priority from 1 to 20. 1 is the highest priority. You can assign this priority to your most experienced agents.
Primary alert time
The Primary alert time is the first time limit that you assign for calls waiting in skillsets. If a call exceeds the Primary alert time limit, you are given a visual warning on programmed memory button indicators. The other alert time is Secondary alert time.
Make Not Ready (Return to Skillset)
Make Not Ready (Return to Skillset) is a property that controls how a call is treated if an agent does not answer the call. Make Not Ready assigns an agent's telephone to respond as it does with the Not Ready feature enabled. Automatic Logout automatically logs an agent out of their skillset if they do not answer a call.
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