7CallPilot 100/150 Basic Call Center Telephone Administration GuideChapter 1About Basic Call Center for CallPilot 100/150This guide leads a Call Center Administrator through setting up and operating Basic Call Centeron a CallPilot 100/150 system. You can program Basic Call Center using any two-line displaytelephone on your telephone system. You can also use the web-based CallPilot Manager to set upand operate Basic Call Center.Call Center is an application that handles incoming calls as efficiently and economically aspossible. Call Center answers calls, then routes the calls to agents in a skillset that most closelymatches the needs of the caller. Calls can be routed based on the origin of the call, the destinationof the call, or the information entered by the caller. Callers can be given high or low priorities.Callers can overflow to different groups or skillsets of agents, transfer out of the system, leave amessage, and hear announcements and informative messages.For information about Basic and Professional Call Center and Call Center features, refer to theCall Center Set Up and Operation Guide.
