Chapter 3 Call Center general properties 29
Configuring lines
Before Call Center can answer an incoming line, you must assign the line to be answered by a Call Center skillset. You can configure a maximum of 15 lines for Basic Call Center and 30 for Enhanced. The line numbers can be any line number from 1 to 500.
For each line that you want Call Center to answer, you assign:
•the line to be answered by Call Center
•the skillset that calls on this line go to
•the number of rings before the line is answered
You can record your line answering information in the table “Line answering” on page 179.
You must disable a skillset and wait until there are no calls in the skillset before you can add lines to it. You cannot add lines to a skillset while it is in use. For how to disable a skillset refer to “Disabling a skillset” on page 48.
Note: Target lines that are assigned to a B2 skillset cannot have their prime extension programmed as the Control DN of the skillset. This is restricted by the software. The recommended setting for these lines is blank.
For information on how to program the prime extension, refer to the Norstar System Coordinator Guide.
Lines that are programmed to be answered by Call Center must not be programmed to be answered by another peripheral or application.
To delay calls being answered, you can assign Call Center to answer incoming calls after a specified number of rings. The number of rings ranges from zero to 12. If the number of rings is zero, Call Center answers immediately.
For analog lines equipped with Caller ID, you must set the number of rings to two or more. Caller ID information is not provided until just prior to the second ring, so if you set the number of rings to zero or one, Caller ID information is not relayed.
Long distance charges start when a call is answered by Call Center. To minimize long distance charges, set the ring count higher than 0 so that calls spend more waiting time in a ringing state.
Call Center Telephone Administration Guide
