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Nortel Express User Manual

Also see for Express: Installation guideMaintenance and troubleshooting

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Contents
  1. call center management guide
  2. publication history
  3. Table Of Contents
  4. Table Of Contents
  5. Table Of Contents
  6. Getting started
  7. Overview
  8. Section A: About call centers
  10. Call center objectives
  11. Switching and routing concepts
  12. Networking and Symposium Express Call Center
  13. How skillset priorities affect call routing
  14. call priority
  15. Symposium Express Call Center components
  16. setup options
  17. Section B: Connecting to the server
  18. Configuring the server for the switch
  19. Logging on to the Symposium Express Call Center server
  20. Exploring the Administration window
  21. user administration
  22. system administration
  23. Creating a desktop shortcut
  24. Managing call presentation
  26. Adding call presentation classes
  27. Changing call presentation class properties
  28. Printing, previewing, and exporting a list of call presentation classes
  29. Deleting call presentation classes
  30. Managing users
  32. Section A: User administration
  33. User types in Symposium Express Call Center
  34. Resetting desktop passwords
  35. Changing desktop passwords
  36. Section B: Configuring users
  38. Adding supervisors
  39. Adding agents
  40. Changing user properties
  41. Deleting users
  42. Configuring skillsets
  43. Section A: Using skillsets
  44. About skillsets
  45. Skill-based routing
  46. Section B: Adding and deleting skillsets
  47. Adding skillsets
  48. Deleting skillsets
  50. Configuring agent to skillset assignments
  51. Configuring Voice Services
  53. Types of Voice Services treatments
  54. voice menu
  55. Configuring a transfer to a DN treatment
  56. Configuring a comfort message treatment
  57. Configuring a prompt/collect digits treatment
  58. Configuring a voice menu treatment
  59. Configuring additional voice menu treatments
  60. Using prompt/collect digits treatments
  61. Configuring call treatments and call routing
  63. Section A: Configuring call treatments
  64. Adding call treatments
  65. Configuring emergency treatment
  66. Activating the emergency state
  67. Section B: Configuring call routing
  68. How call routing works
  69. Planning call routing
  70. Configuring call routing
  71. Configuring switch resources
  73. other resources
  74. Section A: Working with CDNs
  75. Overview of CDNs
  76. Adding CDNs
  77. Acquiring and deacquiring CDNs
  78. Other procedures for CDNs
  79. Section B: Working with phonesets
  80. Overview of phonesets
  81. Adding phonesets
  82. Acquiring and deacquiring phonesets
  83. Other procedures for phonesets
  84. Section C: Working with activity codes
  85. Overview of activity codes
  86. Adding activity codes
  87. Other procedures for activity codes
  88. Section D: Working with DNISs
  89. Overview of DNISs
  90. Adding DNISs
  91. Other procedures for DNISs
  92. Using the Alarm Monitor
  93. About the Alarm Monitor
  94. Clearing active alarms
  95. Performing backups
  97. restoring data
  98. A Agent phoneset keys
  99. Display Waiting Calls key/lamp
  100. Unsupported agent phoneset keys
  101. B Call-flow examples
  103. Call-flow examples
  104. Reserved words
  105. dialed number identification service
  106. interactive voice response
  107. service level threshold
  108. chapter,
Nortel Express User Manual Manual pdf 181 page image
Call Center Management Guide 181March 2005 Configuring switch resourcesSection B: Working with phonesetsIn this sectionOverview of phonesets 182Adding phonesets 183Acquiring and deacquiring phonesets 185Other procedures for phonesets 186
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This manual is suitable for:
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