Skillset |
For BCM50, the number between 1 and 30 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. Do not plug telephone sets into the extension associated with the CDN.
|
Name |
The skillset name is displayed:
|
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 Intelligent Contact Center 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 Contact Center uses Activity Codes, set the Break Time to at least 10 seconds to allow time for Activity Code entry. |
Agent Configurable Break Time |
allows configuration on a per-agent basis allows the contact center to set the break time a lower value and make exceptions on an agent-by-agent basis Use the CallPilot Manager to configure this feature. This feature is not available using the F983 or Telset UI. |
Delay Answer |
Delay Answer is a toll-saving feature that prevents Contact 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. |
Not-Ready Timeout |
enables the agent, who is in the Not Ready state, to be automatically placed back in the available state after a pre-configured timeout. Use the CallPilot Manager to configure this feature. This feature is not available using the F983 or Telset UI. |
Manual Not-Ready Timeout |
enables the agent to manually place themselves back in the available state after a pre-configured timeout. Use the CallPilot Manager to configure this feature. This feature is not available using the F983 or Telset UI. |
Audible Notification Interval |
extends the Not-Ready Timeout feature |
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. |
Prompt Language |
Prompt Language can be either Primary or Alternate. The prompt language is the language choice used for prompting callers who transfer to the Auto Attendant or CCR. Prompt language 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 agents telephone, but they can press F907 and enter Activity Codes. Optional is the default. |