Nortel Networks Call Center Telephone - Manual (Page 10)

10 Chapter 1 About Call Center
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What Call Center includes
You can use Enhanced or Basic Call Center on CallPilot. Basic Call Center is available for
BCM50.
Features Basic Call Center Enhanced Call Center
Skillsets 2 30
Overflow skillsets 1 29
Configured agents (available agent IDs) 20 100
Agent priority levels 20
Active agents 10 Enhanced: max 50, min 20
Active calls in all skillsets 15 48
Maximum active calls per skillset 15 48
Lines that can be configured for Call
Center
15 30
Voice ports (shared with CallPilot or
dedicated)
8
(You can have an additional 8 for CallPilot if you have 2 CallPilots
on 1 KSU)
Routing tables per skillset 2
Greetings 30 50
Steps per routing table 20
Skillset mailboxes 2 30
Supervisors 10 16
Supervisor functionality, including call
monitoring
Silent is available only if a MICS 7.0 or later KSU is used.
Otherwise, muted mode is available. Only one mode is available
at a time, so if silent monitor is available, muted monitor is not.
Maximum simultaneous monitoring
sessions
6
Day of Week Service: you specify the
start times for the day and night skillset
for each day of the week
Available
Limited Feature 983 telephone
administration
Available
Supervisor Help Available with Silent Monitor. Not supported with Muted Monitor.
Expected Wait Time 5 tables 20 tables
Activity Codes 2,000 entries
Dynamic agent priority levels Not available 20
Caller Input Tables Not available 30
CallPilot Manager Available
Call Center Reporting
Enabled with optional Software
Authorization Code
Included
Dynamic call priority levels Not available 20