Nortel Networks P0605665 03 manual Missed Call Option, Accepted Call Types, Priority

34Chapter 4 Setting up Call Center agents

Missed Call Option	The Missed Call Option controls how a call is treated if an agent does not
	answer the call. Make Not Ready assigns an agent's telephone to respond
	as it does with the Not Ready feature enabled. Automatic Logout
	automatically logs an agent out of their skillset if they do not answer a call.
	The default is Make Not Ready (Return to Skillset).
	To assign how many rings before the Missed Call Option, change the timer
	for Transfer Callback Timeout.
	• If you use a Business Communications Manager system, refer to
	“Timers” section of the “Configuring System Settings” chapter of the
	Business Communications Manager Programming Operations Guide.
	• If you use a CallPilot system, refer to the Norstar System Coordinator
	Guide.
Accepted Call Types	Accepted Call Types are Voice calls only, Multimedia calls only, or both. If
	you do not have Multimedia Call Center enabled, Accepted Call Types
	does not appear.
	For more information on Multimedia Call Center refer to the Multimedia Call
	Center Set Up and Operation Guide.
Priority	If you use Basic Call Center, assign a priority to the agent. If the method of
	call distribution for the skillset is Preferred, the agent with the highest
	priority receives the call. The agent priority ranges from 1 to 20. 1 is the
	highest agent priority for the most qualified agents. The default value is 10.
	For more information about method of call distribution refer to “Method” on
	page 44.
Activity Code Entry Type	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 agent’s telephone, but they can press F907 and enter
	Activity Codes.
	Optional is the default.
	For more information about Activity Codes see “Activity Codes” on page
	193.

In addition to these agent properties, if you use Professional Call Center you can assign agents Dynamic Priority when you assign them to a skillset. For more information refer to “Dynamic Agent Priority” on page 54.

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