Nortel Networks P0605665 03 Break Time, Delay Answer, Attendant extension, Language preference

	Chapter 5 Setting up skillsets 45
Break Time	Break Time is a time period for agents to complete paperwork after they
	finish a call. After an agent completes a call, they are taken out of the
	skillset for the Break Time. The agent can extend or cancel the Break Time
	by using the Not Ready Feature Code. For more information, refer to “Not
	Ready” on page 31. The Break Time period can last from 00:00 to 59:59.
	The Break Time defaults is 00:30 seconds. You can change the Break
	Time period to 00:00 if an agent does not need a Break Time.
	If your Call Center uses Activity Codes, set the Break Time to longer than
	10 seconds to allow time for Activity Code entry.
Delay Answer	Delay Answer is a toll-saving feature that prevents Call Center from
	answering calls and playing greetings when there are no agents available.
	When a call comes in on a line belonging to a skillset that has no free
	agents, the call is not answered until either the Delay Answer time elapses
	or an agent becomes available, whichever happens first. During the Delay
	Answer time, the waiting callers hear ringback.
	To activate the Delay Answer feature, enter a time for Delay Answer. The
	Delay Answer time can be a minimum of zero seconds and a maximum of
	10 minutes. The default Delay Answer time is 00:00.
Attendant extension	The attendant extension is the extension used if a caller requests to talk to
	the operator after the caller transfers to the Automated Attendant or CCR.
	The attendant extension is optional. If you do not assign an attendant
	extension, the call is sent to the system attendant extension. If a call is
	transferred to an Auto Attendant greeting table, the call is sent to the
	greeting table attendant.
Language preference	Language preference can be either Primary or Alternate. The language
	preference is the language choice used for prompting callers who transfer
	to the Automated Attendant or CCR. Language preference appears only on
	a system that is configured as bilingual.
Use previous _ calls to	You can enter a number between 2 and 256 calls.
calculate EWT	For more information about Expected Wait Time see “Expected Wait Time”
	on page 129.
EWT Increase Allowed	Selected by default, which means that EWT will be recalculated if it
	increases, and the appropriate EWT greeting will be played.
	For more information about Expected Wait Time see “Expected Wait Time”
	on page 129.
Initial Call Duration	The Initial Call Duration is used to compute expected wait time until
	sufficient call statistics are obtained. This can be a value between 00:01:00
	and 24:00:00.
	For more information about Expected Wait Time see “Expected Wait Time”
	on page 129.
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.

Nortel Networks Call Center Set Up and Operation Guide