269
Index
Numerics |
|
| Auto Attendant and Call Center 14 | |||||
24 Hour Service mode, skillset | 116 | Automatic Answer | 12 |
| ||||
Automatic timeout | 32 |
| ||||||
A |
|
|
|
|
| |||
|
|
|
| B |
|
|
| |
Activity Codes | 45 |
|
|
|
| |||
| B1 DNs | 44 |
|
| ||||
agent settings | 208 |
|
|
| ||||
Autopegs | 196 |
| B2 DNs | 44 |
|
| ||
Break Time | 203 |
| Basic Call Center 15 |
| ||||
changing | 205 |
|
| |||||
| Break Time 45 |
|
| |||||
creating |
| 204 |
|
|
|
| ||
|
|
| Button |
|
|
| ||
definition | 193 |
|
|
|
| |||
deleting |
| 205 |
|
| memory button indicators | 171 | ||
examples | 195 |
| programming a memory button 30 | |||||
how agents use 209 |
| C |
|
|
| |||
importing | 206, 207 |
|
|
|
| |||
| Call |
|
|
| ||||
Optional |
| 193, 194, 200 |
|
|
|
| ||
Prompted | 193, 194, 200 |
| call activity, monitoring | 186 | ||||
reports | 208 |
|
| Distribution Method 267 | ||||
skillset | 45 |
|
| Dynamic Priority | 13 |
| ||
skillset settings | 208 |
|
|
| priority 13 |
|
|
|
|
| |||||||
System Activity Codes | 197 |
|
| Silent Monitor | 179 |
|
|
| |||||||||
System Activity Codes, examples | 198 |
| Call Center |
|
|
|
|
|
| ||||||||
Adding |
|
|
|
|
|
|
|
| adding agents | 33, 35 |
|
| |||||
agents to a skillset | 54 |
|
|
| adding multiple agents | 37 |
| ||||||||||
agents to Call Center 35 |
|
| Basic | 15 |
|
|
|
|
|
| |||||||
multiple agents to Call Center 37 |
|
| Call answering | 167, 168 |
| ||||||||||||
Additional Routing Steps | 12 |
|
| configuration limits |
| 247 |
| ||||||||||
|
| efficiency tips | 214 |
|
|
|
| ||||||||||
Agent |
|
|
|
|
|
|
|
|
|
|
|
| |||||
|
|
|
|
|
|
|
| examples | 217 |
|
|
|
|
| |||
adding multiple agents to Call Center 37 |
|
|
|
|
| ||||||||||||
Feature Codes | 29 |
|
|
|
| ||||||||||||
adding to Call Center | 35 |
|
|
|
|
|
| ||||||||||
|
| greetings | 107 |
|
|
|
|
| |||||||||
assigning to a skillset | 54 |
|
|
|
|
|
|
| |||||||||
|
| language availability |
| 169 |
| ||||||||||||
Autobusy mode |
| 211 |
|
|
|
|
| ||||||||||
|
|
|
| maximum capacities | 247 |
| |||||||||||
changing information | 39 |
|
|
| |||||||||||||
|
| password access 24 |
|
|
| ||||||||||||
deleting | 40 |
|
|
|
|
|
|
|
|
|
| ||||||
|
|
|
|
|
|
| password, creating | 24 |
| ||||||||
dynamic priority | 12, 15, 54 |
|
|
| |||||||||||||
|
| preventing call congestion 185 | |||||||||||||||
Feature Codes | 32 |
|
|
|
| ||||||||||||
|
|
|
| Professional 15 |
|
|
|
| |||||||||
listening to skillset mailbox messages | 74 |
|
|
|
| ||||||||||||
setting up general parameters | 173 | ||||||||||||||||
logging off | 41 |
|
|
|
|
|
| ||||||||||
|
|
|
|
|
| skillset mailboxes | 61 |
|
| ||||||||
monitor | 57, 179 |
|
|
|
|
|
|
| |||||||||
|
|
|
|
| Call Center Administrator, resetting password 242 | ||||||||||||
parameters | 33 |
|
|
|
|
|
| ||||||||||
|
|
|
|
|
| Call Center Reporting |
| 16 |
| ||||||||
resetting password | 39 |
|
|
|
|
| |||||||||||
Silent Monitor | 179 |
|
|
|
| Call Center Reporting properties | 172 | ||||||||||
unassigning | 57 |
|
|
|
|
| Call Forward on Busy |
| 244 |
| |||||||
viewing in a skillset | 57 |
|
|
|
| ||||||||||||
|
| Call Park | 243 |
|
|
|
|
| |||||||||
Assigning |
|
|
|
|
|
|
|
|
|
|
|
|
| ||||
|
|
|
|
|
|
|
| Call Pickup | 243 |
|
|
|
|
| |||
Call Center language option 169 |
|
|
|
|
|
|
| ||||||||||
|
| Call Transfer | 243 |
|
|
|
| ||||||||||
Intelligent Overflow to a skillset | 122 |
|
|
|
|
| |||||||||||
Attendant extension | 45 |
|
|
| Caller Directed Transfer | 16 |
| ||||||||||
|
|
|
|
|
|
|
|
| Caller ID | 77, 172 |
|
|
|
| |||
Nortel Networks Call Center Set Up and Operation Guide
