Nortel Networks P0605665 03 manual Chapter Line administration 165

6Contents

Adding a Transfer step	143
Adding a Disconnect step	144
Assigning Routing Table hours of operation	145
Setting the Service Mode for skillsets	147
Example of a Day Routing Table	149
Example of a Night Routing Table	151
Changing a Routing Table	152
Reviewing Routing Table steps	152
Modifying Routing Table steps	152
Deleting Routing Table steps	153
Chapter 11
Creating Caller Input Rules	155
Creating a Caller Input Rule	155
Using wildcard characters	159
An example of using Intelligent Caller Routing, Advanced	159
Changing a Caller Input rule	161
Changing the rule length for a Caller Input Table	162
Changing a Caller Input Rule	163
Deleting a Caller Input rule	163
Clearing a Caller Input Rule Table	163
Chapter 12
Line administration	165
Setting the Answer Lines status	165
Configuring lines	166
Configuring several lines	168

Chapter 13

Setting up Call Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . 169

Assigning the Call Center language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 General Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 Primary and Secondary alert times . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 Reserved channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 Call Center Reporting properties Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 Supervisor Help Request Timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 Selection Method (Supervisor Help From) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 Enable Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 Setting up general Call Center properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173 System Configuration Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Chapter 14

Monitoring Call Center call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179 Monitoring agent calls with Silent Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179 Setting up Silent Monitor on your system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

P0605665 03