Nortel Express manuals
Express
Table of contents
Express
Table of contents
- call center management guide
- publication history
- Table Of Contents
- Table Of Contents
- Table Of Contents
- Getting started
- Overview
- Section A: About call centers
- Call center objectives
- Switching and routing concepts
- Networking and Symposium Express Call Center
- How skillset priorities affect call routing
- call priority
- Symposium Express Call Center components
- setup options
- Section B: Connecting to the server
- Configuring the server for the switch
- Logging on to the Symposium Express Call Center server
- Exploring the Administration window
- user administration
- system administration
- Creating a desktop shortcut
- Managing call presentation
- Adding call presentation classes
- Changing call presentation class properties
- Printing, previewing, and exporting a list of call presentation classes
- Deleting call presentation classes
- Managing users
- Section A: User administration
- User types in Symposium Express Call Center
- Resetting desktop passwords
- Changing desktop passwords
- Section B: Configuring users
- Adding supervisors
- Adding agents
- Changing user properties
- Deleting users
- Configuring skillsets
- Section A: Using skillsets
- About skillsets
- Skill-based routing
- Section B: Adding and deleting skillsets
- Adding skillsets
- Deleting skillsets
- Configuring agent to skillset assignments
- Configuring Voice Services
- Types of Voice Services treatments
- voice menu
- Configuring a transfer to a DN treatment
- Configuring a comfort message treatment
- Configuring a prompt/collect digits treatment
- Configuring a voice menu treatment
- Configuring additional voice menu treatments
- Using prompt/collect digits treatments
- Configuring call treatments and call routing
- Section A: Configuring call treatments
- Adding call treatments
- Configuring emergency treatment
- Activating the emergency state
- Section B: Configuring call routing
- How call routing works
- Planning call routing
- Configuring call routing
- Configuring switch resources
- other resources
- Section A: Working with CDNs
- Overview of CDNs
- Adding CDNs
- Acquiring and deacquiring CDNs
- Other procedures for CDNs
- Section B: Working with phonesets
- Overview of phonesets
- Adding phonesets
- Acquiring and deacquiring phonesets
- Other procedures for phonesets
- Section C: Working with activity codes
- Overview of activity codes
- Adding activity codes
- Other procedures for activity codes
- Section D: Working with DNISs
- Overview of DNISs
- Adding DNISs
- Other procedures for DNISs
- Using the Alarm Monitor
- About the Alarm Monitor
- Clearing active alarms
- Performing backups
- restoring data
- A Agent phoneset keys
- Display Waiting Calls key/lamp
- Unsupported agent phoneset keys
- B Call-flow examples
- Call-flow examples
- Reserved words
- dialed number identification service
- interactive voice response
- service level threshold
- chapter,
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