Nortel Networks P0605665 03 manual Skillset properties

44 Chapter 5 Setting up skillsets

Skillset properties

Skillset	The number between 1 and 50 that is assigned to the skillset.
Control DN	The Control Directory Number is the extension associated with the skillset.
	Incoming calls transfer to the CDN of each skillset from extensions, the
	Automated Attendant or Custom Call Routing. The CDN is the skillset
	mailbox number.
	If you have a new Business Communications Manager system, you must
	use B1 DNs (extensions). A B1 extension number is the extension number
	that you dial to call a telephone or peripheral.
	You can use B2 DNs (extensions) on Business Communications Manager
	systems only if you have upgraded your system. A B2 extension is a spare
	extension.
	If you use Interactive Voice Response or any other application that uses
	Auto Assign, you must delete any Call Center CDNs before you install the
	other applications. After you install the applications you must set up the
	Call Center CDNs again.
	For more information about using B1 and B2s see “Using B1 and B2 DNs”
	on page 214.
Name	The skillset name is displayed:
	• on Call Center displays to identify the skillset
	• in reports
	• as the skillset mailbox name
	The skillset name can be a maximum of 16 characters. If you do not enter a
	name, the skillset name defaults to SKILLn where n is the skillset number.
	The name for each skillset is the same as the skillset mailbox name.
MWI DN	The Message Waiting Indication extension is an optional phone number
(Message Waiting Indication	that indicates that a skillset mailbox has messages waiting. The MWI
extension)	extension that you assign shows Message for you on the telephone display
	when there are new messages in the skillset mailbox. The MWI DN
	defaults to None. If you forget the MWI extensions for a skillset mailbox,
	you can view the MWI extensions by using the procedure “Determining a
	skillset mailbox number” on page 62.
Method	The method of call distribution determines to which of several available
(Method of Call Distribution)	agents to route the call. There are two methods of call distribution: Least
	Busy and Preferred. Least Busy routes the call to the agent who has been
	available the longest. Preferred routes the call to the agent with the highest
	priority (best qualified agent is 1). If there are several agents with the
	highest priority, the agent available longest with that priority will be
	selected. The default method of call distribution is Least Busy.
	If you use Call Center Professional you can assign agents different
	priorities depending on the skillsets they belong to. For more information
	refer to “Dynamic Agent Priority” on page 54.

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