Nortel Call Center Telephone, Administration Manual

Page: 11 / 191

Chapter 1 About Call Center 11
Call Center Telephone Administration Guide
Overflow rules per skillset 20 20
Basic Intelligent Caller Input Routing:
the ability to route a call to an Operator,
Auto Attendant, skillset mailbox, CCR
Tree or internal or external number
Available
Advanced Intelligent Caller Input
Routing: the ability to route a call based
on multi-digit fixed or variable strings
Not available Available
Delegated Call Center Administration:
the System Administrator can create a
password to give a Call Center
Administrator or supervisor access to
Call Center administration.
Available
Intelligent Overflow Routing: rules you
create to overflow, change the priority of,
and move calls to multiple skillsets, a
skillset mailbox, an internal or external
number, a mailbox, the Auto Attendant
or an operator.
Available
Intelligent CLID/DNIS Routing Not available Available
Overflow rules per skillset 20
Service Mode: you specify the start and
end times for the day and night skillset
for each day of the week
Available
Features Basic Call Center Enhanced Call Center