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Chapter 5 Setting up skillsets
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Skillset properties
Skillset number
Number of the skillset: 1 or 2 for Basic, 1-30 for Enhanced.
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.
When you assign a CDN to a skillset:
•
It can be a B1 extension number that is not connected to any telephone
or peripheral.
•
It can be a B2 extension that is not connected to a B2 application.
•
If a telephone or any other device uses the same extension the call
center will not answer calls.
•
The range of B1 and B2 extensions can be determined by using the
Unified Manager. The DNs do not have to be physically equipped with a
Media Bay Module.
•
The system assigns a skillset mailbox that uses the CDN as its mailbox
number. You must initialize the mailbox before you can use the skillset
or the mailbox.
•
Do not rename a telephone DN to a telephone DN used by Call Center.
•
It is possible for i2004 devices to be assigned to the DN used by Call
Center. The user does not receive an error message if this happens,
even though i2004 devices usually warn a user if there are conflicting
telephone DNs. Therefore, it is imperative that the i2004 programming
record contains a list of CDNs used by Call Center.
Limitations for B1 and B2 extensions:
•
A B1 extension number is the extension number that you dial to call a
telephone or peripheral. A B2 extension is a spare extension that exists
with every telephone but is generally not used. Some peripherals use a
B2.
•
Both B1 and B2 extensions can answer external calls.
•
Both B1 and B2 extensions can have external calls transferred to them
by a third person.
•
B1 extensions allow a set to be CFB or CFNA to them. B2 extensions
do not support CFB or CFNA. Therefore a skillset that uses a B2 CDN
cannot have calls forwarded to it from telephone programming.
•
B2 CDNs cannot be used as a prime set for target lines.
•
Since assigning CDNs does not require additional hardware, we
recommend using B1 CDNs over B2 CDNs. B1 CDNs have better
functionality than B2 CDNs.
Name
The skillset name is displayed:
•
on Call 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
SKILLx where x is the skillset number.
The name for each skillset is the same as the skillset mailbox name.
Summary of Contents for Call Center Telephone
Page 1: ...Part No N0025637 01 December 2 2004 Call Center Telephone Administration Guide ...
Page 8: ...8 Contents N0025637 01 ...
Page 22: ...22 Chapter 2 About Call Center telephone administration N0025637 01 ...
Page 34: ...34 Chapter 3 Call Center general properties N0025637 01 ...
Page 38: ...38 Chapter 4 Call Center greetings N0025637 01 ...
Page 100: ...100 Chapter 7 Off premise Message Notification N0025637 01 ...
Page 114: ...114 Chapter 8 Setting up agents N0025637 01 ...
Page 150: ...150 Chapter 10 Routing table administration N0025637 01 ...
Page 180: ...180 Chapter 14 Call Center Programming Record N0025637 01 ...
Page 186: ...186 Glossary N0025637 01 ...
