Nortel Call Center Telephone, Administration Manual

Page: 183 / 191

Glossary 183
Call Center Telephone Administration Guide
Automated Attendant menus with a more sophisticated menu that offers callers a wider
range of options.
Delay Answer
Delay Answer is a feature that prevents Call Center from answering calls and playing
greetings when there are no agents available. When a skillset has Delay Answer activated,
waiting callers hear ringback.
When a call comes in on a line for a skillset that does not have any free agents, the call is
not answered until either the Delay Answer time elapses or an agent becomes available,
whichever comes first.
Display Waiting Calls
Display Waiting Calls is a Feature Code that you and agents can use to display waiting
calls and view real-time information about skillsets. The Display Waiting Calls/Skillset
Status Feature Code shows:
• the skillset number and whether the skillset is enabled or disabled
• number skillset of agents logged into the skillset
• number of calls waiting
• the longest wait time of a call
DN
DN is a Directory Number or an extension number.
Greeting Table
The Greeting Table determines which recorded greeting is played and which line is
answered according to the time of day.
Indicator
See memory button indicator .
Intelligent Caller Input Routing, Basic
Intelligent Caller Input Routing, Basic lets callers direct their calls to an Operator,
Automated Attendant, skillset mailbox, CCR Tree.
Intelligent CLID/DNIS Routing
CLID/DNIS Routing is the initial routing that Call Center calls encounter. The CLID/
DNIS Routing you set up lets Call Center route calls quickly based on their incoming line
number. Callers are routed to skillsets depending on who the caller calls, the line the call
comes in on, or where the caller is calling from.
Longest idle
Longest idle is a method of call distribution that routes calls to the agent who has been
available the longest. The other method of call distribution is Preferred.
MWI
See Message Waiting Indication .