Chapter 14, Call center programming record, Chapter 14 call center programming record – Nortel Networks Call Center Telephone User Manual
Page 171

171
Call Center Telephone Administration Guide
Chapter 14
Call Center Programming Record
For this programming task
see
on page
Record the Feature Codes used by Call Center
Record the line information for lines answered by Call Center
Record the Operator and Business Status settings
Record the number of reserved channels and the Primary and
Secondary Alert times
General Call Center
parameters
Record agent ID, agent name, Priority, supervisor status and
skillset for each agent
Record Control DN, skillset name, MWI ext, Method, Break Time
and Delay Answer time limit
Record agents assigned to the skillsets
Record the skillset mailbox name, skillset mailbox number, MWI
extension and skillset mailbox password
Record the type of step and step parameters for Day and Night
Routing Tables
Record Line Answering details
Note: Make copies of these pages as required.