Nortel Networks 7400 - Manual (Page 176)

Symposium Express Call Centre 167
Routing by M Mail Access Link No Yes (CCS 200)
Routing by Host Data Exchange No Yes (CCS 200)
Meridian Link Services Yes Yes
Idle Agent Queuing: Selection of highest Preset: Configurable: Longest idle time
priority idle agent to receive call Longest idle since last since last status change, or last
status change call serviced, or most cumulative
idle time this login
Call Queuing/Treatment System Wide Decision Tree Individual Script Instructions, or
Decision Mechanism via Host Data Exchange
Call Treatment Classes 32 per system/One applied per call N/A Customisable in script
Conditions/Intrinsics Assessed Per Call Treatment Class /6 conditions Per Script / Combinations
Time/Day/Date/Holiday Open or Closed Treatment Customisable
Call Volume in System - Threshold Unable to Handle Call Treatment Customisable
Call Volume by Call Type - Threshold Unable to Handle Call Treatment Customisable
Calls Waiting, or Age of Call - Threshold 1st Overflow Treatment Customisable
Calls Waiting, or Age of Call - Threshold 2nd Overflow Treatment Customisable
Call Waiting Timers (separate) Wait Announcement Treatment Customisable
Skill set/Agent Intrinsics (13) No Customisable
Traffic Volume - Call Rate No Customisable
Utilises Mathematical Calculations No Customisable
Emergency State System Wide Treatment Customisable/System Wide
Announcements
Emergency Announcement 1 per System Customisable
Unable to Handle Call Announcement 1 per Call Treatment Customisable
Greeting Announcement 1 per Call Treatment Customisable
Wait Announcements 2 separate per Call Treatment Customisable
Pos in Queue/Expected Wait Time As 1st Wait Announcement Customisable
Closed Announcement 1 per Call Treatment Customisable
Voice Processing
Give IVR Yes Yes
Play Prompt/Collect Digits No Yes (CCS200)
Give Controlled Broadcast No Yes (CCS200)
Host Enhanced Voice Processing No Yes (CCS200)
Customisable Scripts No Yes
Management Reporting
Standard Reports -- Customisable 70+ - Yes 70+ - Yes
Call-by-Call Reporting No Yes
RT Displays, Customisable - Personal 3 – No - No 6 – Yes - Yes
ODBC/SQL Compatible Yes Yes
Call by Call Reporting No Yes
Ordering Information
For further information, please contact your local Nortel Networks Representative.