User's Manual

Chapter 1 About Nortel Networks Call Center 15
Nortel Networks Call Center Set Up and Operation Guide
A comparison of Basic and Professional Call Center
Features Basic Call Center for
CallPilot 100/150
Professional Call Center
for Business
Communications
Manager
Basic Call Center for
Business
Communications
Manager
Number of skillsets 2 50 2
Number of configured agents
(available agent IDs)
20 250 20
Number of agent priority levels 20 20 20
Dynamic agent priority levels Not available 20 Not available
Dynamic call priority levels Available Available Available
Number of active agents 10 max 80, min 20 10
Number of active calls in all
skillsets
15 100 15
Maximum number of active calls
per skillset
15 64 15
Number of lines that can be
configured for Call Center
15
100
A maximum of 24 of these
lines can be VoIP trunks.
15
Number of voice ports (shared
with CallPilot or dedicated)
8 32 32
Number of routing tables per
skillset
2 2 2
Number of greetings 10 150 30
Number of steps per routing
table
20 20 20
Number of overflow rules per
skillset
20 20 20
Number of skillset mailboxes 2 50 2
Number of supervisors 10 80 10
Supervisor functionality,
including call monitoring
Muted monitor Silent monitor Silent monitor
Maximum number of
simultaneous monitoring
sessions
6 6 6
Caller Input Tables Not available 50 Not available