Setting up Contact Center lines

Before Contact Center can answer an incoming line, you must assign the line to be answered by a Contact Center skillset.

 

For each line that you want Contact Center to answer, you assign:

You must disable a skillset and wait until there are no calls in the skillset before you can add lines to it. You cannot add lines to a skillset while it is in use.

Lines that are programmed to be answered by Contact Center must not be programmed to be answered by another peripheral or application.

To delay calls being answered, you can assign Contact Center to answer incoming calls after a specified number of rings. The number of rings ranges from zero to 12. If you choose zero rings, the caller might hear one ring. Zero rings means the call is answered as soon as possible.

For analog lines equipped with Caller ID, you must set the number of rings to two or more. Caller ID information is not provided until just prior to the second ring, so if you set the number of rings to zero or one, Caller ID information is not relayed.

 

To configure a line

  1. Click the Auto-Attendant heading.

    The Lines Administration page appears.

  2. Click the Change link for the line you want to assign to a skillset.

    The Line Properties page appears.

  3. From the Answer Mode list box, select Contact Center.

  4. In the Table/Skillset Number box type the number of the skillset you want to answer this line.

  5. From the Number of rings box select the number of rings before Contact Center answers.

    You must select a number from 0 to 12.

  6. Click the Submit button.

Long distance charges start when a call is answered by Contact Center. To minimize long distance charges, set the ring count higher than 0 so that calls spend more waiting time in a ringing state.

 

 

You can also: