Nortel Networks Call Center Telephone MWI ext, Message Waiting Indication, Extension, Break Time

	Chapter 5 Setting up skillsets 41
MWI ext	The Message Waiting Indication extension is an optional telephone number
(Message Waiting Indication	that indicates that a skillset mailbox has messages waiting. The MWI
	extension that you assign shows Message for you on the telephone display
extension)
	when there are new messages in the skillset mailbox. The MWI DN defaults
	to None. If you forget the MWI extensions for a skillset mailbox, you can
	view the MWI extensions by using the procedure “Determining a skillset
	mailbox number” on page 56.
Method of Call Distribution	The method of call distribution determines to which of several available
	agents to route the call. There are two methods of call distribution: Longest
	Idle and Preferred. Longest Idle routes the call to the agent who has been
	available the longest. Preferred routes the call to the agent with the highest
	priority (best qualified agent is 1). If there are several agents with the
	highest priority, the agent available longest with that priority is selected. The
	default method of call distribution is Longest Idle.
Break Time	Break Time is a time period for agents to complete paperwork after they
	finish a call. After an agent completes a call, they are taken out of the
	skillset for the Break Time. The agent can extend or cancel the Break Time
	by using the Not Ready Feature Code. For more information, refer to “Not
	Ready” on page 20. The Break Time period can last from zero to 59
	minutes, 59 seconds. The Break Time defaults to 30 seconds. You can
	change the Break Time period to zero if an agent does not need a Break
	Time.
Delay Answer	Delay Answer is a toll-saving feature that prevents Call Center from
	answering calls and playing greetings when there are no agents available.
	When a call comes in on a line belonging to a skillset that has no free
	agents, the call is not answered until either the Delay Answer time elapses
	or an agent becomes available, whichever happens first. During the Delay
	Answer time, the waiting callers hear ringback.
	To activate the Delay Answer feature, enter a time for Delay Answer. The
	Delay Answer time can be a minimum of zero seconds and a maximum of
	10 minutes. The default Delay Answer time is 00:00.
Attendant extension	The attendant extension is the extension used if a caller presses the
	Operator key during a greeting step, a transfer step, or while listening to a
	mailbox greeting. The attendant extension is optional. If you do not assign
	an attendant extension, the call is sent to the system attendant extension.
Language preference	Language preference can be either Primary or Alternate. The language
	preference is the language choice used for prompting callers who transfer
	to the Automated Attendant or CCR. You can choose a language
	preference only if your system is configured as bilingual.
Activity Codes	Activity Code entry types are Prompted and Optional. If you select
	Prompted, the agent is prompted to enter Activity Codes on their telephone.
	If you select Optional, an Activity Code session is not automatically
	displayed on the agentís telephone, but they can press F907 and enter
	Activity Codes.
	Optional is the default. If you do not have Call Center Reporting enabled on
	your system, this setting does not appear.

Call Center Telephone Administration Guide