Avaya CallPilot Contact Center Telephone User Manual

BCM50 2.0Contact CenterDocument Status: StandardDocument Number: NN40040-600Document Version: 01.01Date: September 2006CallPilot Contact Center Teleph

10 ContentsNN40040-600NN40040-600Chapter 11Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

100 Chapter 7 Off-premise Message NotificationNN40040-600NN40040-6009 Press OK or £ to accept the start time.10 Enter the time when Off-premise Messag

Chapter 7 Off-premise Message Notification 101CallPilot Contact Center Telephone Administration Guide21 Press NEXT or £ to accept the start time that

102 Chapter 7 Off-premise Message NotificationNN40040-600NN40040-600Changing Off-premise Message NotificationYou can change the parameters and destina

Chapter 7 Off-premise Message Notification 103CallPilot Contact Center Telephone Administration Guide6 Press CHNG or ⁄ to change the start timeorpress

104 Chapter 7 Off-premise Message NotificationNN40040-600NN40040-600To change the destination from telephone to another destination1 Press ≤·°⁄.Follow

Chapter 7 Off-premise Message Notification 105CallPilot Contact Center Telephone Administration Guide9 Press YES or ⁄ if you want to set up another de

106 Chapter 7 Off-premise Message NotificationNN40040-600NN40040-600To change the destination from pager to telephone or extension1 Press ≤·°⁄.Follow

Chapter 7 Off-premise Message Notification 107CallPilot Contact Center Telephone Administration Guide9 Press CHNG or ⁄ to change the start timeorpress

108 Chapter 7 Off-premise Message NotificationNN40040-600NN40040-600To change the destination from telephone or extension to pager1 Press ≤·°⁄.Follow

Chapter 7 Off-premise Message Notification 109CallPilot Contact Center Telephone Administration Guide8 Press NEXT or £ to accept the default pager mes

Contents 11CallPilot Contact Center Telephone Administration GuideContact Center skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

110 Chapter 7 Off-premise Message NotificationNN40040-600NN40040-600Deleting a destination numberIf you have more than one destination number for Off-

Chapter 7 Off-premise Message Notification 111CallPilot Contact Center Telephone Administration GuideAdding a destination numberUse this procedure if

112 Chapter 7 Off-premise Message NotificationNN40040-600NN40040-600To add a destination numberTurning Off-premise Message Notification on or offYou c

Chapter 7 Off-premise Message Notification 113CallPilot Contact Center Telephone Administration GuideTo turn Off-premise Message Notification on or of

114 Chapter 7 Off-premise Message NotificationNN40040-600NN40040-600

115CallPilot Contact Center Telephone Administration GuideChapter 8Setting up agentsAgents handle the calls in your contact center. Supervisors are ag

116 Chapter 8 Setting up agentsNN40040-600NN40040-600In addition to these agent properties, you can assign agents Dynamic Priority when you assign the

Chapter 8 Setting up agents 117CallPilot Contact Center Telephone Administration Guide9 Press CHNG to enter the agent’s nameorpress OK to go to step 1

118 Chapter 8 Setting up agentsNN40040-600NN40040-600Changing an agentAfter you add an agent you can change their properties. You must use this proced

Chapter 8 Setting up agents 119CallPilot Contact Center Telephone Administration GuideTo change agent properties1 Press ≤·°‹.Enter the telset User ID

12 ContentsNN40040-600NN40040-600

120 Chapter 8 Setting up agentsNN40040-600NN40040-600Adding multiple agentsYou can save time by adding more than one agent at a time. When you add mul

Chapter 8 Setting up agents 121CallPilot Contact Center Telephone Administration Guide10 Enter the end of the range and press OK.11 Press NEXT to keep

122 Chapter 8 Setting up agentsNN40040-600NN40040-600Assigning an agent to a skillsetYou can assign an agent to one or more skillsets. Each agent is r

Chapter 8 Setting up agents 123CallPilot Contact Center Telephone Administration Guide9 Press AGENT.10 Press ADD.11 Press INDIV.12 Enter the ID number

124 Chapter 8 Setting up agentsNN40040-600NN40040-600Assigning several agents to a skillsetYou can save time by adding several agents to a skillset at

Chapter 8 Setting up agents 125CallPilot Contact Center Telephone Administration GuideTo assign several agents to a skillset1 Press ≤·°‹.Enter the tel

126 Chapter 8 Setting up agentsNN40040-600NN40040-600Removing agents from a skillsetYou can remove an agent from a skillset. When you remove an agent,

Chapter 8 Setting up agents 127CallPilot Contact Center Telephone Administration Guide12 The display shows the agent’s name.Press DEL.13 This display

128 Chapter 8 Setting up agentsNN40040-600NN40040-600To view agents in a skillsetYou can review the agents in a skillset.1 Press ≤·°‹.Enter the telset

Chapter 8 Setting up agents 129CallPilot Contact Center Telephone Administration GuideTo log an agent offTo delete an agent1 Press ≤·°‹.Enter the tels

13CallPilot Contact Center Telephone Administration GuideChapter 1Getting startedAbout this guideThe CallPilot Contact Center Telephone Administration

130 Chapter 8 Setting up agentsNN40040-600NN40040-6004 Press OTHR.5 Press CC.6 Press AGENT.7 Press DEL.8 Enter the agent’s ID number and press OKorpre

Chapter 8 Setting up agents 131CallPilot Contact Center Telephone Administration GuideTo reset an agent passwordChanging an agent priorityBefore you c

132 Chapter 8 Setting up agentsNN40040-600NN40040-600To change an agent priority1 Press ≤·°‹.Enter the telset User ID that has voice mail administrati

133CallPilot Contact Center Telephone Administration GuideChapter 9Intelligent Overflow RoutingUse Intelligent Overflow Routing to control how calls a

134 Chapter 9 Intelligent Overflow RoutingNN40040-600NN40040-600ActionWhen Intelligent Overflow Routing determines that a condition is met for the cal

Chapter 9 Intelligent Overflow Routing 135CallPilot Contact Center Telephone Administration GuideExamples of Intelligent Overflow Routing rulesIntelli

136 Chapter 9 Intelligent Overflow RoutingNN40040-600NN40040-600Example 3In this example, calls to the contact center go to skillset 1, which is the c

Chapter 9 Intelligent Overflow Routing 137CallPilot Contact Center Telephone Administration GuideExample 5In this example, calls to the contact center

138 Chapter 9 Intelligent Overflow RoutingNN40040-600NN40040-600Example 6In this example, calls to the contact center go to skillset 1, which is the c

Chapter 9 Intelligent Overflow Routing 139CallPilot Contact Center Telephone Administration GuideExample 8In this example, calls to the contact center

14 Chapter 1 Getting startedNN40040-600NN40040-600Table 1 Intelligent Contact Center CapacitiesFeatures Intelligent Contact Center for BCM50 2.0Skil

140 Chapter 9 Intelligent Overflow RoutingNN40040-600NN40040-600To add Overflow rules1 Press ≤·°‹.Enter the telset User ID that has voice mail adminis

Chapter 9 Intelligent Overflow Routing 141CallPilot Contact Center Telephone Administration Guide15 Enter the time that a call waits in the skillset b

142 Chapter 9 Intelligent Overflow RoutingNN40040-600NN40040-600To change and view Overflow rules1 Press ≤·°‹.Enter the telset User ID that has voice

Chapter 9 Intelligent Overflow Routing 143CallPilot Contact Center Telephone Administration Guide15 Press CHANGE if you want to change the time of the

144 Chapter 9 Intelligent Overflow RoutingNN40040-600NN40040-600To delete Overflow rules1 Press ≤·°‹.Enter the telset User ID that has voice mail admi

Chapter 9 Intelligent Overflow Routing 145CallPilot Contact Center Telephone Administration Guide16 Press OK to confirm the deletionorpress CHNG and e

146 Chapter 9 Intelligent Overflow RoutingNN40040-600NN40040-600

147CallPilot Contact Center Telephone Administration GuideChapter 10Routing table administrationRouting tables determine how the system answers, holds

148 Chapter 10 Routing table administrationNN40040-600NN40040-600Fax DetectionContact Center can detect fax calls and route them to a skillset mailbox

Chapter 10 Routing table administration 149CallPilot Contact Center Telephone Administration GuideAbout types of Routing Table stepsYou can add these

Chapter 1 Getting started 15CallPilot Contact Center Telephone Administration GuideWhat you can administer through a telephoneDelegated Contact Center

150 Chapter 10 Routing table administrationNN40040-600NN40040-600Adding a Greeting stepGreeting steps play a message to waiting callers. You must have

Chapter 10 Routing table administration 151CallPilot Contact Center Telephone Administration GuideIntelligent Caller Input Routing, AdvancedIntelligen

152 Chapter 10 Routing table administrationNN40040-600NN40040-600To add a Greeting step1 Press ≤·°‹.Enter the telset User ID that has voice mail admin

Chapter 10 Routing table administration 153CallPilot Contact Center Telephone Administration Guide18 Assign the parameters for the Greeting step:• If

154 Chapter 10 Routing table administrationNN40040-600NN40040-600If you want to continue to add steps to the table:• To add a Distribute for step, sta

Chapter 10 Routing table administration 155CallPilot Contact Center Telephone Administration Guide• To add a Transfer step, start at step 10 of “Addin

156 Chapter 10 Routing table administrationNN40040-600NN40040-600Adding a Goto stepGoto steps send a caller to a previous step in the routing table. Y

Chapter 10 Routing table administration 157CallPilot Contact Center Telephone Administration Guide8 If the skillset is enabled, press CHNG to disable

158 Chapter 10 Routing table administrationNN40040-600NN40040-600Adding a Transfer stepA transfer step can transfer calls to:• an extension• a mailbox

Chapter 10 Routing table administration 159CallPilot Contact Center Telephone Administration GuideTo add a Transfer step1 Press ≤·°‹.Enter the telset

16 Chapter 1 Getting startedNN40040-600NN40040-600Supervisor Help “Setting the Supervisor Help request timeout” on page 36“Selecting skillsets supervi

160 Chapter 10 Routing table administrationNN40040-600NN40040-60016 Add the type of transfer step you want to the Routing Table.To transfer to an exte

Chapter 10 Routing table administration 161CallPilot Contact Center Telephone Administration GuideAdding a Disconnect stepDisconnect steps release a c

162 Chapter 10 Routing table administrationNN40040-600NN40040-60016 Press OK.17 Press ® to end the session.Disconnect

Chapter 10 Routing table administration 163CallPilot Contact Center Telephone Administration GuideExample of a Day Routing TableTo set up the routing

164 Chapter 10 Routing table administrationNN40040-600NN40040-6009 Press NEXT to continue.10 Press OTHR.11 Press ROUTE.12 Press DAY.13 Press SETUP.14

Chapter 10 Routing table administration 165CallPilot Contact Center Telephone Administration Guide31 Press NEXT.32 Press NEXT.33 Press NEXT.34 Press O

166 Chapter 10 Routing table administrationNN40040-600NN40040-60053 Press YES.54 Press OTHR.55 Press GOTO.56 Press CHNG.57 Press OK.58 Press ® to end

Chapter 10 Routing table administration 167CallPilot Contact Center Telephone Administration GuideExample of a Night Routing TableTo set up the routin

168 Chapter 10 Routing table administrationNN40040-600NN40040-60012 Press ROUTE.13 Press NIGHT.14 Press SETUP.15 Press NORMAL.16 Press GRTG.17 Press

Chapter 10 Routing table administration 169CallPilot Contact Center Telephone Administration GuideChanging a routing tableYou must disable a skillset

Chapter 1 Getting started 17CallPilot Contact Center Telephone Administration GuideAudienceThis guide is for system administrators who configure, and

170 Chapter 10 Routing table administrationNN40040-600NN40040-600To review Routing Table steps1 Press ≤·°‹.Enter the telset User ID that has voice mai

Chapter 10 Routing table administration 171CallPilot Contact Center Telephone Administration GuideTo modify Routing Table steps1 Press ≤·°‹.Enter the

172 Chapter 10 Routing table administrationNN40040-600NN40040-60016 The display shows the new parameters for the step.Press NEXT to view or change the

Chapter 10 Routing table administration 173CallPilot Contact Center Telephone Administration GuideTo erase a Routing Table1 Press ≤·°‹.Enter the telse

174 Chapter 10 Routing table administrationNN40040-600NN40040-600Setting the Service Modes for skillsetsYou must set the Service Mode the skillset use

Chapter 10 Routing table administration 175CallPilot Contact Center Telephone Administration GuideTo set the Service Mode for a skillset1 Press ≤·°¤.E

176 Chapter 10 Routing table administrationNN40040-600NN40040-600

177CallPilot Contact Center Telephone Administration GuideChapter 11Monitoring call activityThere are two ways that you and supervisors can monitor ca

178 Chapter 11 Monitoring call activityNN40040-600NN40040-600To set up Silent Monitor on BCMFor monitoring to be silent, you must have Silent Monitor

Chapter 11 Monitoring call activity 179CallPilot Contact Center Telephone Administration Guide• While you are on a call, do not initiate a monitoring

18 Chapter 1 Getting startedNN40040-600NN40040-600Symbols and text conventionsThese symbols are used to highlight critical information for the BCM sys

180 Chapter 11 Monitoring call activityNN40040-600NN40040-600To monitor skillsets1 Press ≤·‚·.The skillset display for skillset 1 appears. An exa

Chapter 11 Monitoring call activity 181CallPilot Contact Center Telephone Administration GuideTo monitor calls using a one or two line telephoneYou ca

182 Chapter 11 Monitoring call activityNN40040-600NN40040-600Taking some Not Ready timeIf you use ≤·‚° (Not Ready), you do not receive Contact Center

Chapter 11 Monitoring call activity 183CallPilot Contact Center Telephone Administration GuideLogging offLog off when you complete your shift or will

184 Chapter 11 Monitoring call activityNN40040-600NN40040-600Supervisor HelpWith Supervisor Help an agent on a call can request help from a supervisor

Chapter 11 Monitoring call activity 185CallPilot Contact Center Telephone Administration GuideAn escalated request goes to supervisors as follows:Agen

186 Chapter 11 Monitoring call activityNN40040-600NN40040-600Configuring Supervisor HelpTo set up Supervisor Help you must configure the general Conta

Chapter 11 Monitoring call activity 187CallPilot Contact Center Telephone Administration GuideHow to handle missed requestsWhen a supervisor’s Supervi

188 Chapter 11 Monitoring call activityNN40040-600NN40040-600

189CallPilot Contact Center Telephone Administration GuideChapter 12Tips for operating Contact CenterThis chapter has tips on improving the operation

Chapter 1 Getting started 19CallPilot Contact Center Telephone Administration GuideThese conventions and symbols are used to represent the Business Se

190 Chapter 12 Tips for operating Contact CenterNN40040-600NN40040-600Routing Table administration• Use Forced Play greetings sparingly. If you use Fo

Chapter 12 Tips for operating Contact Center 191CallPilot Contact Center Telephone Administration GuideHow to calculate the longest time a caller can

192 Chapter 12 Tips for operating Contact CenterNN40040-600NN40040-600Tips to improve the efficiency of Contact CenterPlan for busy times:• when you a

193CallPilot Contact Center Telephone Administration GuideChapter 13Troubleshooting Contact CenterThis chapter contains troubleshooting information fo

194 Chapter 13 Troubleshooting Contact CenterNN40040-600NN40040-600Agent problemsAgent log on problemsIf an agent cannot log on at their telephone:• e

Chapter 13 Troubleshooting Contact Center 195CallPilot Contact Center Telephone Administration GuideDo Not DisturbInstead of using Do Not Disturb, age

196 Chapter 13 Troubleshooting Contact CenterNN40040-600NN40040-600Silent MonitorIf agents answer calls using features like Answer DN or Call Pickup o

197CallPilot Contact Center Telephone Administration GuideChapter 14Contact Center Programming RecordFor this programming task see on pageRecord the F

198 Chapter 14 Contact Center Programming RecordNN40040-600NN40040-600Feature CodesGeneral Contact Center parametersFeature code name Dialpad buttons

Chapter 14 Contact Center Programming Record 199CallPilot Contact Center Telephone Administration GuideOperator/Business StatusPassword OPERATOR (6737

Copyright © 2005–2006 Nortel Networks, All Rights ReservedThe information in this document is subject to change without notice. The statements, config

20 Chapter 1 Getting startedNN40040-600NN40040-600BCM Administration Guide (NN40020-600)BCM Device Configuration Guide (NN40020-300)How to get HelpThi

200 Chapter 14 Contact Center Programming RecordNN40040-600NN40040-600Contact Center skillsetsSkillset parameterRules Skillset #Skillset name Maximum

Chapter 14 Contact Center Programming Record 201CallPilot Contact Center Telephone Administration Guide

202 Chapter 14 Contact Center Programming RecordNN40040-600NN40040-600Contact Center agentsAgent IDAgent name Supervisor status(y or n)Name and # of s

Chapter 14 Contact Center Programming Record 203CallPilot Contact Center Telephone Administration GuideSkillset assignmentsSkillset name and # Agent I

204 Chapter 14 Contact Center Programming RecordNN40040-600NN40040-600Skillset mailboxesSkillset # Mailbox name Mailbox number (Control DN)MWI extensi

Chapter 14 Contact Center Programming Record 205CallPilot Contact Center Telephone Administration GuideRouting TablesSkillset # _______________

206 Chapter 14 Contact Center Programming RecordNN40040-600NN40040-600Line answeringLine # Skillset # # of rings (0 to 12) for Caller ID minimum 2 rin

207CallPilot Contact Center Telephone Administration GuideGlossaryAASee Automated Attendant.AgentAn agent is a person who is assigned to answer calls

208NN40040-600NN40040-600CCRSee Custom Call Routing.CDNSee Control Directory Number.Contact CenterContact Center receives, holds and routes calls to a

209CallPilot Contact Center Telephone Administration GuideCustom Call Routing (CCR)CCR is a routing feature that you can program to present a customiz

21CallPilot Contact Center Telephone Administration GuideChapter 2About Contact Center telephone administrationSetting up Contact Center with a two li

210NN40040-600NN40040-600Longest idleLongest idle is a method of call distribution that routes calls to the agent who has been available the longest.

211CallPilot Contact Center Telephone Administration GuideMake Not Ready (Return to Skillset)Make Not Ready (Return to Skillset) is a property that co

212NN40040-600NN40040-600

213CallPilot Contact Center Telephone Administration GuideIndexNumerics24 Hour Service mode, skillset 133AActive agents 115Agentactive 115Autobu

214 IndexNN40040-600NN40040-600DID routing 147Directory, Company 68Disabling a skillset 58Display 23two line 21Display telephoneentering cha

Index 215CallPilot Contact Center Telephone Administration GuideOff-premise Message Notification 89playingenvelope, CallPilot interface 85envelope

216 IndexNN40040-600NN40040-600to an internal message sender 86to messages, CallPilot 85to messages, Norstar Voice Mail 83Reporting for Contact

Index 217CallPilot Contact Center Telephone Administration GuidePrimary alert 32Primary alert time-limit 32Secondary alert 32Tipsagent administr

218 IndexNN40040-600NN40040-600

22 Chapter 2 About Contact Center telephone administrationNN40040-600NN40040-600Using the dialpadThe buttons on your display telephone dialpad act as

Chapter 2 About Contact Center telephone administration 23CallPilot Contact Center Telephone Administration GuideSymbols and conventions used in this

24 Chapter 2 About Contact Center telephone administrationNN40040-600NN40040-600Feature codesYou use Feature Codes to perform Contact Center functions

Chapter 2 About Contact Center telephone administration 25CallPilot Contact Center Telephone Administration GuideProgramming a memory button with a Fe

26 Chapter 2 About Contact Center telephone administrationNN40040-600NN40040-600Feature Codes used by Contact Center supervisors Use this Feature Code

Chapter 2 About Contact Center telephone administration 27CallPilot Contact Center Telephone Administration GuideNot Ready≤·‚°• activate or cancel the

28 Chapter 2 About Contact Center telephone administrationNN40040-600NN40040-600Feature Codes used by Contact Center agentsIf you have Custom Feature

29CallPilot Contact Center Telephone Administration GuideChapter 3Contact Center general propertiesTo set the Contact Center general properties:• set

3CallPilot Contact Center Telephone Administration GuideTask ListGetting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

30 Chapter 3 Contact Center general propertiesNN40040-600NN40040-6007 Press SHOW to scroll through the Features List and select the feature you want.8

Chapter 3 Contact Center general properties 31CallPilot Contact Center Telephone Administration Guide22 The first eight digits are displayed. Press BA

32 Chapter 3 Contact Center general propertiesNN40040-600NN40040-600Setting Contact Center general propertiesWhen you set up Contact Center you must a

Chapter 3 Contact Center general properties 33CallPilot Contact Center Telephone Administration GuideReserved channelsReserved channels are voice chan

34 Chapter 3 Contact Center general propertiesNN40040-600NN40040-600To set Contact Center general properties1 Press ≤·°‹.Enter the telset User ID that

Chapter 3 Contact Center general properties 35CallPilot Contact Center Telephone Administration GuideSetting Caller IDYou can select how you want call

36 Chapter 3 Contact Center general propertiesNN40040-600NN40040-600To set Caller IDSetting the Supervisor Help request timeoutThe Supervisor Help Req

Chapter 3 Contact Center general properties 37CallPilot Contact Center Telephone Administration Guide2 Enter the user password and press OK.3 Press OT

38 Chapter 3 Contact Center general propertiesNN40040-600NN40040-600Selecting skillsets supervisors can receive help requests fromThe Supervisor Help

Chapter 3 Contact Center general properties 39CallPilot Contact Center Telephone Administration Guide• The Contact Center Reporting Data StreamThe pro

4 Task ListNN40040-600NN40040-600To reply to an external caller - CallPilot...88

40 Chapter 3 Contact Center general propertiesNN40040-600NN40040-600Configuring linesBefore Contact Center can answer an incoming line, you must assig

Chapter 3 Contact Center general properties 41CallPilot Contact Center Telephone Administration GuideTo configure lines for Contact Center1 Press ≤·°‹

42 Chapter 3 Contact Center general propertiesNN40040-600NN40040-600Setting the Answer Lines statusThe Answer Lines status determines whether Contact

Chapter 3 Contact Center general properties 43CallPilot Contact Center Telephone Administration GuideResetting the Contact Center Administrator passwo

44 Chapter 3 Contact Center general propertiesNN40040-600NN40040-600

45CallPilot Contact Center Telephone Administration GuideChapter 4Contact Center greetingsAbout Contact Center greetingsContact Center greetings encou

46 Chapter 4 Contact Center greetingsNN40040-600NN40040-600Recording a Contact Center greetingBefore you record a greeting, write the greeting out so

Chapter 4 Contact Center greetings 47CallPilot Contact Center Telephone Administration Guide10 Record your greeting using the telephone handset.Do not

48 Chapter 4 Contact Center greetingsNN40040-600NN40040-600

49CallPilot Contact Center Telephone Administration GuideChapter 5Setting up skillsetsAbout skillsetsContact Center skillsets answer and distribute ca

Task List 5CallPilot Contact Center Telephone Administration GuideTo log off...

50 Chapter 5 Setting up skillsetsNN40040-600NN40040-600Skillset propertiesSkillset numberNumber of the skillset: 1 to 30.Control DNThe Control Directo

Chapter 5 Setting up skillsets 51CallPilot Contact Center Telephone Administration GuideBreak TimeBreak Time is a time period for agents to complete p

52 Chapter 5 Setting up skillsetsNN40040-600NN40040-600Expected Wait TimeExpected Wait Time parameters are:EWT sample: How many previous calls are use

Chapter 5 Setting up skillsets 53CallPilot Contact Center Telephone Administration GuideSetting up a skillsetYou can record skillset properties in the

54 Chapter 5 Setting up skillsetsNN40040-600NN40040-60013 If you want to assign an MWI extension, press CHNGorif you do not want to assign an MWI exte

Chapter 5 Setting up skillsets 55CallPilot Contact Center Telephone Administration Guide26 Press CHNG to use the alternate language prompts and press

56 Chapter 5 Setting up skillsetsNN40040-600NN40040-60034 Enter the Night Routing Table start time and press OK.This is a four digit field. Add a zero

Chapter 5 Setting up skillsets 57CallPilot Contact Center Telephone Administration GuideEnabling a skillsetAfter you set up a skillset, calls will not

58 Chapter 5 Setting up skillsetsNN40040-600NN40040-600Disabling a skillsetYou must disable a skillset if you want to change the skillset properties o

Chapter 5 Setting up skillsets 59CallPilot Contact Center Telephone Administration GuideChanging skillset propertiesYou cannot change the properties o

6 Task ListNN40040-600NN40040-600

60 Chapter 5 Setting up skillsetsNN40040-600NN40040-60013 The skillset’s CDN is displayed.Press CHNG to change the CDNorpress NEXT and go to step 14.1

Chapter 5 Setting up skillsets 61CallPilot Contact Center Telephone Administration Guide27 Press NEXT.28 Press CHNG to change the prompt languageorpre

62 Chapter 5 Setting up skillsetsNN40040-600NN40040-60036 Enter the Night Routing Table start time and press OK.This is a four digit field. Add a zero

Chapter 5 Setting up skillsets 63CallPilot Contact Center Telephone Administration GuideUnconfiguring a skillsetIf you unconfigure a skillset, you era

64 Chapter 5 Setting up skillsetsNN40040-600NN40040-60010 Press OTHR.11 Press UNCF.12 Press YES to unconfigure the skillset.13 This display appears mo

65CallPilot Contact Center Telephone Administration GuideChapter 6Setting up skillset mailboxesAbout skillset mailboxesEach skillset has a mailbox tha

66 Chapter 6 Setting up skillset mailboxesNN40040-600NN40040-600Determining a skillset mailbox numberYou must know a skillset mailbox number before yo

Chapter 6 Setting up skillset mailboxes 67CallPilot Contact Center Telephone Administration GuideChecking which telephone mailbox interface you useCal

68 Chapter 6 Setting up skillset mailboxesNN40040-600NN40040-600Initializing a skillset mailboxYou must initialize a skillset mailbox before you can r

Chapter 6 Setting up skillset mailboxes 69CallPilot Contact Center Telephone Administration GuideOpening a skillset mailboxYou can open an initialized

7CallPilot Contact Center Telephone Administration GuideContentsChapter 1Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

70 Chapter 6 Setting up skillset mailboxesNN40040-600NN40040-600Opening a skillset mailbox remotelyTo open a skillset mailbox from an outside telephon

Chapter 6 Setting up skillset mailboxes 71CallPilot Contact Center Telephone Administration GuideSkillset mailbox passwordTo decrease the chances of u

72 Chapter 6 Setting up skillset mailboxesNN40040-600NN40040-600To change a skillset mailbox passwordResetting a skillset mailbox passwordYou must dis

Chapter 6 Setting up skillset mailboxes 73CallPilot Contact Center Telephone Administration GuideTo reset a skillset mailbox password1 Press ≤·°‹.Ente

74 Chapter 6 Setting up skillset mailboxesNN40040-600NN40040-600Recording skillset mailbox greetingsAfter you initialize a skillset mailbox, record th

Chapter 6 Setting up skillset mailboxes 75CallPilot Contact Center Telephone Administration GuideTo record a Primary or Alternate skillset mailbox gre

76 Chapter 6 Setting up skillset mailboxesNN40040-600NN40040-600Choosing a Primary or Alternate skillset mailbox greetingIf you record a Primary and a

Chapter 6 Setting up skillset mailboxes 77CallPilot Contact Center Telephone Administration Guide6 If you choose the Alternate mailbox greeting, you a

78 Chapter 6 Setting up skillset mailboxesNN40040-600NN40040-600Recording a Personalized skillset mailbox greetingIf your contact center subscribes to

Chapter 6 Setting up skillset mailboxes 79CallPilot Contact Center Telephone Administration Guide8 Enter the telephone number (maximum 10 digits) that

8 ContentsNN40040-600NN40040-600Chapter 4Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Abo

80 Chapter 6 Setting up skillset mailboxesNN40040-600NN40040-600Deleting a Personalized mailbox greetingIf you no longer need a Personalized mailbox g

Chapter 6 Setting up skillset mailboxes 81CallPilot Contact Center Telephone Administration GuideChecking skillset mailboxes for messagesFrequently ch

82 Chapter 6 Setting up skillset mailboxesNN40040-600NN40040-600Playing skillset mailbox messagesUse the procedure for playing messages that correspon

Chapter 6 Setting up skillset mailboxes 83CallPilot Contact Center Telephone Administration GuideNotes:1 Because the skillset mailbox has limited mess

84 Chapter 6 Setting up skillset mailboxesNN40040-600NN40040-6003 Applies only if the Reply feature is enabled.4 You can reply to an outside caller by

Chapter 6 Setting up skillset mailboxes 85CallPilot Contact Center Telephone Administration GuideRetrieving erased messagesAfter you play your message

86 Chapter 6 Setting up skillset mailboxesNN40040-600NN40040-600Replying to messagesYou can reply to internal and external callers. You can reply to a

Chapter 6 Setting up skillset mailboxes 87CallPilot Contact Center Telephone Administration GuideTo reply to an internal caller - CallPilot1 Press ≤·°

88 Chapter 6 Setting up skillset mailboxesNN40040-600NN40040-600Using the Reply feature to reply to an external callerYou can reply to an external cal

89CallPilot Contact Center Telephone Administration GuideChapter 7Off-premise Message NotificationAbout Off-premise Message NotificationOff-premise Me

Contents 9CallPilot Contact Center Telephone Administration GuideAssigning an outdial method to a skillset mailbox . . . . . . . . . . . . . . . . .

90 Chapter 7 Off-premise Message NotificationNN40040-600NN40040-600After you set the Off-premise Message Notification parameters, Off-premise Message

Chapter 7 Off-premise Message Notification 91CallPilot Contact Center Telephone Administration GuideTo assign an outdial method to a skillset mailboxO

92 Chapter 7 Off-premise Message NotificationNN40040-600NN40040-600• types of message you want to receive (all new messages or just urgent messages)Se

Chapter 7 Off-premise Message Notification 93CallPilot Contact Center Telephone Administration GuideTo set up Off-premise Message Notification to a te

94 Chapter 7 Off-premise Message NotificationNN40040-600NN40040-6009 Press OK or £ to accept the start time.10 Enter the time when Off-premise Message

Chapter 7 Off-premise Message Notification 95CallPilot Contact Center Telephone Administration GuideTo set up Off-premise Message Notification to an e

96 Chapter 7 Off-premise Message NotificationNN40040-600NN40040-60011 Press AM or ⁄orPM or ¤.12 Press OK or £ to accept the stop time.13 Press YES or

Chapter 7 Off-premise Message Notification 97CallPilot Contact Center Telephone Administration GuideAbout setting up Off-premise Message Notification

98 Chapter 7 Off-premise Message NotificationNN40040-600NN40040-6004 Press PAGER or ‹ to select a pager number destination.5 Enter the destination pag

Chapter 7 Off-premise Message Notification 99CallPilot Contact Center Telephone Administration GuideTo set up Off-premise Message Notification to more