Nortel Phone System
Toll Free: 877-289-6678
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Nortel Phone System |
Toll Free: 877-289-6678 |
Call pilot Call Center Features comparison |
| Feature | Description | Basic Call Center | Enhanced Call center |
| Activity Codes | Allow agents to allocate calls to more than one activity. | No | Yes |
| Agent ID |
Each agent is asigned a unique ID number. Call
statistics are collected and reported for each ID number. |
Yes | Yes |
| Agent Record a Call |
If an agent or supervisor has voice messaging, they
can use the messaging feature Record a Call to record their
conversations. Both the agent and the caller will receive notification that the conversation is being recorded and the recorded call is deposited in the agent’s voice mailbox. |
Yes | Yes |
| Agent Priority |
Incoming call priority, agents with higher priorities receive calls before agents with low priority. |
Yes | Yes |
| Automatic Answer |
Automatic Answer force-delivers calls to an agent. If enabled, the agent hears a tone that indicates that a call is delivered. The agent is automatically in the handsfree mode. If not enabled, calls ring at the agent’s telephone and the agent must answer calls manually. |
Yes | Yes |
| Feature | Description | Basic Call Center | Enhanced Call Center |
|
CLID/ANI or DNIS/DID Priority |
The administrator can determine the order in wich the
routing decisions are made (for example,check DNIS then CLID or CLID then DNIS). |
No | Yes |
|
Control Directory Number |
The Control Directory Number (CDN) 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. | Yes | Yes |
| Day of Week Service | Specify the start and the end times for the day and night skillset for each day of the week | Yes | Yes |
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Delegated Call Center Administration |
The system administrator can create a password to give a call center administrator or supervisor access to call center administration. | Yes | Yes |
| Expected Wait Time | A greeting step that plays an expected wait time greeting to the caller. | No | Yes |
| Forced Announcement | This is a routing command that plays an announcement without interruption. | Yes | Yes |
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Forced and Manual Call Presentation |
Based on skill set the call is either forced onto an
agent or the agent must manually answer the call. When the call is forced on the agent the agent should receive an audible tone to indicate that a call has been presented. |
Yes | Yes |
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Intelligent Routing -Basic |
The ability toroute a call to an Operator, automated Attendant, skillset mailbox, or CCR Tree. | Yes | Yes |
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Intelligent Routing Advanced |
the ability to route a call to another extension, skillset or an external number. Caller can enter a sequence of DTMF tones that will determine how routing occurs. | No | Yes |
|
Intelligent Routing - CLD/ANI |
Routes incoming calls based on the number from which the caller is calling. | No | Yes |
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Intelligent Overflow Routing |
Rules created to overflow, change the priority of, and move calls to multiple skillset mailbox, an internal or external number, a mailbox, the Automated Attendant or an operator. | Yes | Yes |
| Line Priority | A priority can be assigned to a call based on the line it comes in on (for example, a toll free 1-800 number) | Yes | Yes |
| Missed Call option | Controls how a call is treated if an agent does not answer the call. Make Not ready assigns an agent’s telephone to respond as it does with the Not Ready feature enabled. Automatic Logout automatically logs and agent out of their skillset if they do not answer a call. | Yes | Yes |
| Feature | Description | Basic Call Center | Enhanced Call Center |
| Mode of Operation | Different call routing can be set based on time of day using Day and Night modes of operation. | Yes | Yes |
| Name | An agent name can be assigned. | Yes | Yes |
| Silent Monitor | Silent Monitor allows call center supervisors to monitor calls to ensure that the highest levels of customer service are being maintained. | No | Yes |
| Skillsets Mailboxes | Each skillset has a mailbox that stores messages left by callers. A skillset mailbox is created automatically when you set up a skillset. There is one skillset mailbox for each skillset. The skillset mailbox number is the same as the Control Directory Number (CDN) of the skillset. | Yes | Yes |
| Skillsets | Skillset answer ad distribute calls to agents as they become available. skillsets hold calls for different call center departments, such as sales and technical support. | Yes | Yes |
| Supervisor | Super represents the status of the agent. No means that an agent that does not have supervisor status. Yes means that an agent has supervisor status. | Yes | Yes |
| Supervisor Help | An agent on a call can request help from you by pressing a programmed feature button. The agent can send an urgent request for help without interrupting the call, and without the called being aware of the help request. | No | Yes |
| Supervisor Monitor | Allows the supervisor to access an agent call. The agent is notified that the supervisor has entered the call. | Yes | Yes |
| Wallboard Support | Call center supports wallboards that can be used to display vital call center statistics. | Yes | Yes |