Nortel Networks Wireless Office Headset P0605665 03 User Manual

16    Chapter 1  About Nortel Networks Call Center

 

P0605665 03

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

Available

Available

Advanced Intelligent Caller 
Input Routing: the ability to 
route a call based on multi-digit 
fixed or variable strings

Not available

Available

Not 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

Available

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

Available

Available

Intelligent CLID/DNIS Routing

Not available

Available

Not available

Overflow rules per skillset

20

20

20

Overflow skillsets

1

49

1

Service Mode: you specify the 
start and end times for the day 
and night skillset for each day of 
the week

Available

Available

Available

Limited Feature 983 telephone 
administration

Available

Not available

Not available

CallPilot Manager

Available

Available

Available

Call Center Reporting

Enabled with optional 
Software Authorization 
Code

Available with Call Center 
Professional. Must be 
enabled with the Software 
Authorization Code with 
the Call Center 
Professional Upgrade.

Enabled with optional 
Software Authorization 
Code

Expected Wait Times

Not available

20 tables

5 tables

Activity Codes

Not available

2,000 entries

2,000 entries