Skillset properties

Skillset

The number between 1 and 50 that is assigned to the skillset.

Control DN

The Control Directory Number is the extension associated with the skillset. Incoming calls transfer to the CDN of each skillset from extensions, the Automated Attendant or Custom Call Routing. The CDN is the skillset mailbox number.

If you have a new Business Communications Manager system, you must use B1 DNs (extensions). A B1 extension number is the extension number that you dial to call a telephone or peripheral.

You can use B2 DNs (extensions) on Business Communications Manager systems only if you have upgraded your system. A B2 extension is a spare extension.

If you use Interactive Voice Response or any other application that uses Auto Assign, you must delete any Call Center CDNs before you install the other applications. After you install the applications you must set up the Call Center CDNs again.

More information about using B1 and B2 DNs.

Name

The skillset name is displayed:

  • on Call Center displays to identify the skillset

  • in reports

  • as the skillset mailbox name

  • The skillset name can be a maximum of 16 characters. If you do not enter a name, the skillset name defaults to SKILLn where n is the skillset number. The name for each skillset is the same as the skillset mailbox name.

 

MWI DN

(Message Waiting Indication extension)

The Message Waiting Indication extension is an optional telephone number that indicates that a skillset mailbox has messages waiting. The MWI extension that you assign shows "Message for you" on the telephone display when there are new messages in the skillset mailbox. The MWI DN defaults to None.

Method

(Method of Call Distribution)

The method of call distribution determines which of several available agents to route the call to. There are two methods of call distribution: Least Busy and Preferred. Least Busy routes the call to the agent who has been available the longest. Preferred routes the call to the agent with the highest priority (best qualified agent is 1). If there are several agents with the highest priority, the agent available longest with that priority will be selected. The default method of call distribution is Least Busy.

If you use Call Center Professional you can assign agents different priorities depending on the skillsets they belong to.

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. The Break Time period can last from 00:00 to 59:59. The defaults is 00:30. You can change the Break Time period to 00:00 if an agent does not need a Break Time.

NOTE: If your Call Center uses Activity Codes, set the Break Time to at least 10 seconds to allow time for Activity Code entry. Activity Codes are not available for BCM50.

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 Auto Attendant or CCR. Language preference appears only on a system that is configured as bilingual.

Expected Wait Time

Use previous __ calls to calculate EWT: You can enter a number between 2 and 256.

EWT Increase Allowed: Selected by default, which means that EWT will be recalculated if it increases, and the appropriate EWT greeting will be played.

Initial Call Duration: The Initial Call Duration is used to compute expected wait time until sufficient call statistics are obtained. The value can be between 00:00:01 and 24:00:00.

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.

NOTE
: Activity Codes are not available for BCM50.