Chapter 18 Troubleshooting Call Center 247
Call processing problems
To achieve the most efficient use of your Call Center, make sure you operate Call Center within its maximum limits. If you overload Call Center, slow or unpredictable call processing times can occur.
The Call Center maximum configuration limits are 80 active agents, 100 active calls and 50 skillsets. Although these are the configuration limits for Call Center software, we recommend that you are cautious about approaching the maximum of any of these limits. Business Communications Manager has other services that also use its hardware and software resources.
As a guideline, we recommend that if you are approaching the limit for agents, active calls or skillsets, you keep the other two settings at about half their configurable maximum or less.
For example, if your number of | we recommend that your | and your number of enabled | |
active agents is between | maximum number of active calls | skillsets is between | |
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41 - 80 | 1 | - 50 | 1 - 25 |
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1 - 40 | 51 | - 100 | 1 - 25 |
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1 - 40 | 1 | - 50 | 26 - 50 |
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Excessive Call Ringback
If callers hear ringback for a long time, possibly interrupted by distribute tones, partial or full greetings, before they get an agent:
•Check whether your Transfer Ringback Timer has a high threshold value. Set your transfer callback to a higher value than the ring delay for CFNA.
•Ask agents to use the Not Ready Feature Code (≤·‚°)when they are not available to take calls. As explained in “Do Not Disturb” on page 244, agents must not use Do Not Disturb. Tell agents to set their CFNA to the voicemail extension, or the skillset extension if they do not have a mailbox. If agents use T7316 sets, all Call Center Feature codes (F904, 908 and 909) must be programmed to one of the bottom five keys on each side of the display.
Nortel Networks Call Center Set Up and Operation Guide
