Chapter 13 Setting up Call Center general properties 175

System Configuration Report

The System Configuration Report includes information about Call Center configuration.

The Call Center information in the System Configuration Report:

Call Center Parameters

Lists the current Call Center general parameters.

 

 

 

Multimedia Call Center

whether Multimedia Call Center is enabled

Properties

Server Address

 

Server Port

 

 

Call Center agents

Lists for each agent:

 

Agent ID

 

Agent Name

 

Skillsets assigned

 

Priority

 

Supervisor status

 

Automatic answer

 

Call type

 

Missed call

 

• Activity Code Entry Type

 

 

Call Center skillsets

Lists for each skillset:

 

Skillset ID

 

Skillset Name

 

Control DN

 

• Message Waiting Indicator extension

 

• Method of Call Distribution

 

Break time

 

Delay answer time

 

Language type

 

Attd Ext

 

EWT# Calls

 

• EWT Init Call Dur

 

ActEntry Type

 

 

Call Center Routing Tables

Lists for each skillset:

 

Skillset number

 

• Day Routing Table start time

 

• Night Routing Table start time

 

• Day Routing Table steps

 

• Night Routing Table steps

 

 

 

Nortel Networks Call Center Set Up and Operation Guide

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Nortel Networks P0605665 03 manual System Configuration Report