Skillset properties

Skillset

 

For BCM50, the number between 1 and 30 that is assigned to the skillset.
For BCM 4.0, 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.

Do not plug telephone sets into the extension associated with the CDN.

 


 

Name

The skillset name is displayed:

  • on Contact 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.

NOTE:
If you plan to use Attendant Extension, you must enter an MWI DN. You can use MWI DN without an attendant extension, but you cannot configure an attendant extension without an MWI DN. The MWI DN must be a different number than the attendant extension.

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
• audibly notifies the agent, through the set, when they are in the Not-Ready state.
The Not-Ready Timeout must be configured for the agent to use this feature. Use the CallPilot Manager to configure this feature. This feature is not available using the F983 or Telset UI.

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.

NOTE
: You must enter an MWI DN before you enter an attendant extension. If you enter an attendant extension without an MWI DN assigned, you receive an error message prompting you to enter the MWI DN. The attendant extension must be a different number than the MWI DN.

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 agent’s telephone, but they can press F907 and enter Activity Codes.

Optional is the default.