Nortel BCM 3.7, Manual

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Special features 237
Programming Operations Guide
Special features
This section describes features on the system which serve a specific purpose that is optional to the
general function of the system.
• Hospitality services: This feature allows small to medium service facilities to provide
customer telephone service, as well as administration services through a telephone interface.
Programming: Besides the general line and telephone programming required for individual
group members,
Chapter 24, ”Configuring Hospitality Services” on page 593 explains the
feature in detail.
• Hunt groups: This feature allows you to group your call center operators so you can target
specific types of calls to specific groups. As well, you can define how calls enter the group, so
you can control the work load based on your requirements for your operators.
Programming: Besides the general line and telephone programming required for individual
group members,
Chapter 23, ”Configuring Hunt groups” on page 577 provides details about
setting up hunt groups and hunt group features.
• Silent Monitor: This feature allows specified two-line display telephones to be used to
monitor Hunt group and Call Center operators. You can specify whether the system sound a
tone before breaking into a call, or whether the break-in will be silent. Display prompts on the
supervisor telephone allows the supervisor to unmute or move from user to user.
• Call Center: The Business Communications Manager provides a suite of applications that
support call center activities through the CallPilot application. This information is explained in
detail in separate documentation, including:
Call Center Set Up and Operation Guide , Call
Center Agent Guide , Call Center Supervisor Guide , and the Call Center Reporting Set Up and
Operation Guide
• CallPilot: The Business Communications Manager provides an on-board voice mail system,
however, external voice mail systems can also be used, including a centralized system off a
Meridian 1 if the Business Communications Manager is networked to the Meridian through
PRI SL-1lines or VoIP trunks with the MCDN protocol active. This information is explained
in detail in separate documentation, including:
CallPilot Manager Set Up and Operation
Guide , CallPilot Reference Guide , CallPilot Quick Reference Guide , CallPilot Programming
Record , CallPilot Message Networking Set Up and Operation Guide , CallPilot Message
Networking User Guide , CallPilot Unified Messaging Installation and Maintenance Guide ,
CallPilot Desktop (Unified) Messaging Quick Reference Guide, CallPilot Fax Set Up and
Operation Guide
, CallPilot Fax User Guide .
• Call activity: The Call Detail Recording part of the Business Communications Manager
allows you to monitor call activity for specific calls or telephones. Configuration information
is detailed in
Call Detail Recording System Administrator Guide .
Programming :
• “Defining device capabilities” on page 417 (SM supervisor)
• “Monitoring Hunt groups” on page 589 (General settings, Silent monitor)