Nortel Networks Call Center Telephone Skillset properties, Skillset number, Control DN, Name

40Chapter 5 Setting up skillsets

Skillset properties

Skillset number	Number of the skillset: 1 or 2 for Basic, 1-30 for Enhanced.
Control DN	The Control Directory Number is the extension associated with the skillset.
	Incoming calls transfer to the CDN of each skillset from extensions, the
	Automated Attendant or Custom Call Routing. The CDN is the skillset
	mailbox number.
	When you assign a CDN to a skillset:
	• It can be a B1 extension number that is not connected to any telephone
	or peripheral.
	• It can be a B2 extension that is not connected to a B2 application.
	• If a telephone or any other device uses the same extension the call
	center will not answer calls.
	• The range of B1 and B2 extensions can be determined by using the
	Unified Manager. The DNs do not have to be physically equipped with a
	Media Bay Module.
	• The system assigns a skillset mailbox that uses the CDN as its mailbox
	number. You must initialize the mailbox before you can use the skillset
	or the mailbox.
	• Do not rename a telephone DN to a telephone DN used by Call Center.
	• It is possible for i2004 devices to be assigned to the DN used by Call
	Center. The user does not receive an error message if this happens,
	even though i2004 devices usually warn a user if there are conflicting
	telephone DNs. Therefore, it is imperative that the i2004 programming
	record contains a list of CDNs used by Call Center.
	Limitations for B1 and B2 extensions:
	• A B1 extension number is the extension number that you dial to call a
	telephone or peripheral. A B2 extension is a spare extension that exists
	with every telephone but is generally not used. Some peripherals use a
	B2.
	• Both B1 and B2 extensions can answer external calls.
	• Both B1 and B2 extensions can have external calls transferred to them
	by a third person.
	• B1 extensions allow a set to be CFB or CFNA to them. B2 extensions
	do not support CFB or CFNA. Therefore a skillset that uses a B2 CDN
	cannot have calls forwarded to it from telephone programming.
	• B2 CDNs cannot be used as a prime set for target lines.
	• Since assigning CDNs does not require additional hardware, we
	recommend using B1 CDNs over B2 CDNs. B1 CDNs have better
	functionality than B2 CDNs.
Name	The skillset name is displayed:
	• on Call Center displays to identify the skillset
	• in reports
	• as the skillset mailbox name
	The skillset name can be a maximum of 16 characters. If you do not enter a
	name, the skillset name defaults to SKILLx where x is the skillset number.
	The name for each skillset is the same as the skillset mailbox name.

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