Nortel Networks P0605665 03 Call Center general parameters

212 Chapter 16 Tips for operating Call Center

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• Use Forced Play greetings sparingly. If you use Forced greetings, keep them as short as

possible. Many long Forced Play greetings slows transferring calls to agents and causes

unpredictable increases in distribution ti mes. Calls in other skillsets are not affected.

• When a Forced Play greeting plays for the highest priority call in a skillset, the other lower

priority calls in the skillset have to wait even if agents become available during this time. For

example, the longest waiting call, which is the highest priority call, gets routed to a Forced

Play greeting. Agents become available du ring the time that the highest priority call is pla yed

a Forced Play greeting. The result is tha t no calls in this skillset are routed to an ag ent until the

Forced Play greeting is finished playing to the highest priority call. This guarantees that the

highest priority call is answered before lowe r priority calls in the skillset.

• Ensure that an Intelligent Caller Input Routing, Basic transfers calls to a skillset mailbox if you

want callers to be able to press · to leave a message in a skillset mailbox. Remember to

explain in your greeting that the you can press · to leave a message in a mailbox.

• Program Intelligent Caller Input Routing, Basic to transfer calls to a skillset mailbox for

Non-business hours greetings so that you do not miss any messages.

• If a Goto step follows a greeting, make a Di stribution step the target for the Goto step. If you

make the Goto target step after a Greeting step another Greeting step, callers hear two

greetings in a row.

If you use priority to route calls to agents, make sure you have both Agent Priority and Call Priority

configured. Each call that enters a skillset is given a default call priority of 10. In Professional Call Center,

you can change a call’s priority using:

• Intelligent Caller Input Routing, Advanced Option

• Intelligent CLID/DNIS Routing

• Intelligent Overflow Routing

Call priority is distinct from agent priority. If a waiting call needs to be routed, for example w hen

an agent becomes available, Call Center determines which waiting call must be handled next. This

is the call with the highest priority, or, if all t he waiting calls have the same priority, the cal l with

the longest wait time. Call Center then dete rmines the right agent to handle the call . If the skillset’s

method of call distribution is Preferred, C all Center finds the available agents assigne d to and

logged in to the skillset, and chooses the one with the highest priority. If the method is Least Busy,

the agent that has been available longest is routed the call.

Call Center general parameters

• Do not assign all the available voice channels as reserved channels. Call Center can use any

voice channel, but reserved channels are never used by voicemail.

• A reserved or voice channel is used when:

— a Call Center greeting is played to a caller

— Off-premise Message Notification notifies you of a message in a skillset mailbox