Avaya CallPilot Contact Center Telephone User Manual

BCM 4.0CallPilotDocument Status: StandardDocument Version: 02Part Code: N0060615Date: June 2006CallPilot Contact Center Telephone Administration Guide

10 ContentsN0060615N0060615

100 Chapter 7 Off-premise Message NotificationN0060615N00606159 Press OK or £ to accept the start time.10 Enter the time when Off-premise Message Noti

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 NotificationN0060615N0060615Changing Off-premise Message NotificationYou can change the parameters and destinations

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 NotificationN0060615N0060615To change the destination from telephone to another destination1 Press ≤·°⁄.Follow the v

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 NotificationN0060615N0060615To change the destination from pager to telephone or extension1 Press ≤·°⁄.Follow the vo

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 NotificationN0060615N0060615To change the destination from telephone or extension to pager1 Press ≤·°⁄.Follow the vo

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

11CallPilot Contact Center Telephone Administration GuideChapter 1Getting startedAbout this guideThe CallPilot Contact Center Telephone Administration

110 Chapter 7 Off-premise Message NotificationN0060615N0060615Deleting a destination numberIf you have more than one destination number for Off-premis

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

112 Chapter 7 Off-premise Message NotificationN0060615N0060615To add a destination numberTurning Off-premise Message Notification on or offYou can tur

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 NotificationN0060615N0060615

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

116 Chapter 8 Setting up agentsN0060615N0060615In addition to these agent properties, you can assign agents Dynamic Priority when you assign them to a

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 agentsN0060615N0060615Changing an agentAfter you add an agent you can change their properties. You must use this procedure if

Chapter 8 Setting up agents 119CallPilot Contact Center Telephone Administration GuideAdding multiple agentsYou can save time by adding more than one

12 Chapter 1 Getting startedN0060615N0060615Table 1 Intelligent Contact Center CapacitiesFeatures Intelligent Contact Center for Business Communicat

120 Chapter 8 Setting up agentsN0060615N00606155 Press CC.6 Press AGENT.7 Press ADD.8 The first available agent number is shown.Press RANGE to add a r

Chapter 8 Setting up agents 121CallPilot Contact Center Telephone Administration GuideAssigning an agent to a skillsetYou can assign an agent to one o

122 Chapter 8 Setting up agentsN0060615N00606158 The display shows whether the skillset is enabled or disabled.You must disable the skillset before yo

Chapter 8 Setting up agents 123CallPilot Contact Center Telephone Administration GuideAssigning several agents to a skillsetYou can save time by addin

124 Chapter 8 Setting up agentsN0060615N0060615To assign several agents to a skillset1 Press ≤·°‹.Enter the telset User ID that has voicemail administ

Chapter 8 Setting up agents 125CallPilot Contact Center Telephone Administration GuideRemoving agents from a skillsetYou can remove an agent from a sk

126 Chapter 8 Setting up agentsN0060615N0060615Viewing agents in a skillsetYou can review the agents in a skillset.12 The display shows the agent’s na

Chapter 8 Setting up agents 127CallPilot Contact Center Telephone Administration Guide11 The display shows the agent with the lowest ID number in the

128 Chapter 8 Setting up agentsN0060615N0060615Logging an agent off1 Press ≤·°‹.Enter the telset User ID that has voicemail administration rights and

Chapter 8 Setting up agents 129CallPilot Contact Center Telephone Administration GuideDeleting an agent1 Press ≤·°‹.Enter the telset User ID that has

Chapter 1 Getting started 13CallPilot Contact Center Telephone Administration GuideWhat you can administer through a telephoneDelegated Contact Center

130 Chapter 8 Setting up agentsN0060615N0060615Resetting an agent passwordChanging an agent priorityBefore you can change an agent's priority:• t

Chapter 8 Setting up agents 131CallPilot Contact Center Telephone Administration GuideTo change an agent priority1 Press ≤·°‹.Enter the telset User ID

132 Chapter 8 Setting up agentsN0060615N0060615

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

134 Chapter 9 Intelligent Overflow RoutingN0060615N0060615ActionWhen Intelligent Overflow Routing determines that a condition is met for the call, the

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

136 Chapter 9 Intelligent Overflow RoutingN0060615N0060615Example 3In this example, calls to the contact center go to skillset 1, which is the company

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

138 Chapter 9 Intelligent Overflow RoutingN0060615N0060615Example 6In this example, calls to the contact center go to skillset 1, which is the company

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

14 Chapter 1 Getting startedN0060615N0060615Supervisor Help “Setting the Supervisor Help request timeout” on page 36“Selecting skillsets supervisors c

140 Chapter 9 Intelligent Overflow RoutingN0060615N0060615Adding Overflow rules1 Press ≤·°‹.Enter the telset User ID that has voicemail administration

Chapter 9 Intelligent Overflow Routing 141CallPilot Contact Center Telephone Administration Guide14 Select TIME if you want Overflow Routing to time h

142 Chapter 9 Intelligent Overflow RoutingN0060615N0060615Changing and viewing Overflow rules1 Press ≤·°‹.Enter the telset User ID that has voicemail

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 RoutingN0060615N0060615Deleting Overflow rules1 Press ≤·°‹.Enter the telset User ID that has voicemail administrati

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 RoutingN0060615N0060615

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

148 Chapter 10 Routing table administrationN0060615N0060615Fax DetectionContact Center can detect fax calls and route them to a skillset mailbox. If y

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 GuideAudienceThis guide is for system administrators who configure, and

150 Chapter 10 Routing table administrationN0060615N0060615Adding a Greeting stepGreeting steps play a message to waiting callers. You must have a gre

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

152 Chapter 10 Routing table administrationN0060615N0060615To add a Greeting step1 Press ≤·°‹.Enter the telset User ID that has voicemail administrati

Chapter 10 Routing table administration 153CallPilot Contact Center Telephone Administration Guide17 Press OK.18 Assign the parameters for the Greetin

154 Chapter 10 Routing table administrationN0060615N0060615If you want to continue to add steps to the table:• To add a Distribute for step, start at

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 administrationN0060615N0060615Adding a Distribute for stepDistribute for steps put callers on hold while they wait for an

Chapter 10 Routing table administration 157CallPilot Contact Center Telephone Administration GuideAdding a Goto stepGoto steps send a caller to a prev

158 Chapter 10 Routing table administrationN0060615N006061512 Press DAY or NIGHT.In this example, Day is shown.13 Press SETUP.14 Press OTHR.15 Press

Chapter 10 Routing table administration 159CallPilot Contact Center Telephone Administration GuideAdding a Transfer stepA transfer step can transfer c

16 Chapter 1 Getting startedN0060615N0060615Symbols and text conventionsThese symbols are used to highlight critical information for the BCM system:DI

160 Chapter 10 Routing table administrationN0060615N006061513 Press SETUP.14 Press OTHR.15 Press XFER.Goto appears only if this is not the first step

Chapter 10 Routing table administration 161CallPilot Contact Center Telephone Administration Guide16 Add the type of transfer step you want to the Rou

162 Chapter 10 Routing table administrationN0060615N0060615Adding a Disconnect stepDisconnect steps release a call from the skillset it is in. If the

Chapter 10 Routing table administration 163CallPilot Contact Center Telephone Administration Guide16 Press OK.17 Press ® to end the session.Disconnect

164 Chapter 10 Routing table administrationN0060615N0060615Example of a Day Routing TableTo set up the routing table steps shown in “Example of Day Ro

Chapter 10 Routing table administration 165CallPilot Contact Center Telephone Administration Guide8 If the skillset is enabled, press CHNG to disable

166 Chapter 10 Routing table administrationN0060615N006061530 Press XFER.31 Press NEXT.32 Press NEXT.33 Press NEXT.34 Press OK.35 Press OK.36 Press YE

Chapter 10 Routing table administration 167CallPilot Contact Center Telephone Administration Guide52 Press OK.53 Press YES.54 Press OTHR.55 Press GOTO

168 Chapter 10 Routing table administrationN0060615N0060615Example of a Night Routing TableTo set up the routing table steps shown in “Example of Nigh

Chapter 10 Routing table administration 169CallPilot Contact Center Telephone Administration Guide12 Press ROUTE.13 Press NIGHT.14 Press SETUP.15 Pre

Chapter 1 Getting started 17CallPilot Contact Center Telephone Administration GuideThese conventions and symbols are used to represent the Business Se

170 Chapter 10 Routing table administrationN0060615N0060615Changing a routing tableYou must disable a skillset before you can change its routing table

Chapter 10 Routing table administration 171CallPilot Contact Center Telephone Administration Guide13 Press VIEW.14 Press NEXT to view each remaining

172 Chapter 10 Routing table administrationN0060615N0060615Modifying Routing Table steps1 Press ≤·°‹.Enter the telset User ID that has voicemail admin

Chapter 10 Routing table administration 173CallPilot Contact Center Telephone Administration Guide16 The display shows the new parameters for the step

174 Chapter 10 Routing table administrationN0060615N0060615Erasing a Routing Table1 Press ≤·°‹.Enter the telset User ID that has voicemail administrat

Chapter 10 Routing table administration 175CallPilot Contact Center Telephone Administration GuideSetting the Service Modes for skillsetsYou must set

176 Chapter 10 Routing table administrationN0060615N0060615To set the Service Mode for a skillset1 Press ≤·°¤.Enter the default Operator password fl‡‹‡

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

178 Chapter 11 Monitoring call activityN0060615N0060615To set up Silent Monitor on Business Communications ManagerFor monitoring to be silent, you mus

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 startedN0060615N0060615BCM 4.0 Networking Configuration Guide (N0060606)CallPilot Manager Set Up and Operation Guide (N0027247)Ca

180 Chapter 11 Monitoring call activityN0060615N0060615To monitor skillsets1 Press ≤·‚·.The skillset display for skillset 1 appears. An example o

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 activityN0060615N0060615Taking some Not Ready timeIf you use ≤·‚° (Not Ready), you do not receive Contact Center calls.

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 activityN0060615N0060615Supervisor HelpWith Supervisor Help an agent on a call can request help from a supervisor by pr

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

186 Chapter 11 Monitoring call activityN0060615N0060615Configuring Supervisor HelpTo set up Supervisor Help you must configure the general Contact Cen

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

188 Chapter 11 Monitoring call activityN0060615N0060615

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 GuideGetting Help from a specialist by using an Express Routing CodeTo a

190 Chapter 12 Tips for operating Contact CenterN0060615N0060615Routing Table administration• Use Forced Play greetings sparingly. If you use Forced g

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 CenterN0060615N0060615Tips to improve the efficiency of Contact CenterPlan for busy times:• when you assign

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

194 Chapter 13 Troubleshooting Contact CenterN0060615N0060615Agent problemsAgent log on problemsIf an agent cannot log on at their telephone:• ensure

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

196 Chapter 13 Troubleshooting Contact CenterN0060615N0060615Silent MonitorIf agents answer calls using features like Answer DN or Call Pickup on a se

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

198 Chapter 14 Contact Center Programming RecordN0060615N0060615Feature CodesGeneral Contact Center parametersFeature code name Dialpad buttons Custom

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

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

20 Chapter 1 Getting startedN0060615N0060615

200 Chapter 14 Contact Center Programming RecordN0060615N0060615Contact Center skillsetsSkillset parameterRules Skillset #Skillset name Maximum 16 cha

Chapter 14 Contact Center Programming Record 201CallPilot Contact Center Telephone Administration GuideInitial Call Duration00:00:01 - 24:00:00.Defaul

202 Chapter 14 Contact Center Programming RecordN0060615N0060615Contact Center agentsAgent IDAgent name Supervisor status(y or n)Name and # of skillse

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

204 Chapter 14 Contact Center Programming RecordN0060615N0060615Skillset mailboxesSkillset # Mailbox name Mailbox number (Control DN)MWI extension Mai

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

206 Chapter 14 Contact Center Programming RecordN0060615N0060615Line answeringLine # Skillset # # of rings (0 to 12) for Caller ID minimum 2 rings

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

208N0060615N0060615CCRSee Custom Call Routing.CDNSee Control Directory Number.Contact CenterContact Center receives, holds and routes calls to agents

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

210N0060615N0060615Longest idleLongest idle is a method of call distribution that routes calls to the agent who has been available the longest. The ot

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

212N0060615N0060615

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

214 IndexN0060615N0060615DID routing 147Directory, Company 68Disabling a skillset 58Display 23two line 21Display telephoneentering character

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

216 IndexN0060615N0060615to an internal message sender 86to messages, CallPilot 85to messages, Norstar Voice Mail 83Reporting for Contact Center

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

218 IndexN0060615N0060615

22 Chapter 2 About Contact Center telephone administrationN0060615N0060615Using the dialpadThe buttons on your display telephone dialpad act as both n

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 administrationN0060615N0060615Feature codesYou use Feature Codes to perform Contact Center functions on yo

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 administrationN0060615N0060615Feature Codes used by Contact Center supervisors Use this Feature Code To...

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 administrationN0060615N0060615Feature Codes used by Contact Center agentsIf you have Custom Feature Codes,

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 propertiesN0060615N00606159 Press CHNGE to enter the new feature data value. For example, if you have two voicemai

Chapter 3 Contact Center general properties 31CallPilot Contact Center Telephone Administration Guide25 Activated is displayed.Activated

32 Chapter 3 Contact Center general propertiesN0060615N0060615Setting Contact Center general propertiesWhen you set up Contact Center you must assign

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

34 Chapter 3 Contact Center general propertiesN0060615N0060615To set Contact Center general properties1 Press ≤·°‹.Enter the telset User ID that has v

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 propertiesN0060615N0060615To set Caller IDSetting the Supervisor Help request timeoutThe Supervisor Help Request T

Chapter 3 Contact Center general properties 37CallPilot Contact Center Telephone Administration GuideTo set the Supervisor Help request timeout1 Press

38 Chapter 3 Contact Center general propertiesN0060615N0060615Selecting skillsets supervisors can receive help requests fromThe Supervisor Help From s

Chapter 3 Contact Center general properties 39CallPilot Contact Center Telephone Administration GuideTo set the Reporting for Contact Center propertie

4 Task ListN0060615N0060615To assign an outdial method to a skillset mailbox ...91To set up Off-

40 Chapter 3 Contact Center general propertiesN0060615N0060615Configuring linesBefore Contact Center can answer an incoming line, you must assign the

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

42 Chapter 3 Contact Center general propertiesN0060615N0060615Setting the Answer Lines statusThe Answer Lines status determines whether Contact Center

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

44 Chapter 3 Contact Center general propertiesN0060615N0060615

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

46 Chapter 4 Contact Center greetingsN0060615N0060615Recording a Contact Center greetingBefore you record a greeting, write the greeting out so that y

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 greetingsN0060615N0060615

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

5CallPilot Contact Center Telephone Administration GuideContentsChapter 1Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

50 Chapter 5 Setting up skillsetsN0060615N0060615Skillset propertiesSkillset numberNumber of the skillset: 1to 50.Control DNThe Control Directory Numb

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 skillsetsN0060615N0060615Expected Wait TimeExpected Wait Time parameters are:EWT sample: How many previous calls are used to c

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 skillsetsN0060615N006061513 If you want to assign an MWI extension, press CHNGorif you do not want to assign an MWI extension,

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 skillsetsN0060615N006061534 Enter the Night Routing Table start time and press OK.This is a four digit field. Add a zero to an

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 skillsetsN0060615N0060615Disabling a skillsetYou must disable a skillset if you want to change the skillset properties or admi

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

6 ContentsN0060615N0060615Chapter 4Contact Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45About Con

60 Chapter 5 Setting up skillsetsN0060615N006061513 The skillset’s CDN is displayed.Press CHNG to change the CDNorpress NEXT and go to step 14.14 Ente

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 skillsetsN0060615N006061536 Enter the Night Routing Table start time and press OK.This is a four digit field. Add a zero to an

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

64 Chapter 5 Setting up skillsetsN0060615N00606159 Press NEXT to continue.10 Press OTHR.11 Press UNCF.12 Press YES to unconfigure the skillset.13 This

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

66 Chapter 6 Setting up skillset mailboxesN0060615N0060615Determining a skillset mailbox numberYou must know a skillset mailbox number before you can

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

68 Chapter 6 Setting up skillset mailboxesN0060615N0060615Initializing a skillset mailboxYou must initialize a skillset mailbox before you can retriev

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

Contents 7CallPilot Contact Center Telephone Administration GuideAssigning an outdial method to a skillset mailbox . . . . . . . . . . . . . . . . .

70 Chapter 6 Setting up skillset mailboxesN0060615N0060615Opening a skillset mailbox remotelyTo open a skillset mailbox from an outside telephone• If

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 mailboxesN0060615N0060615To change a skillset mailbox passwordResetting a skillset mailbox passwordYou must disable t

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 mailboxesN0060615N0060615Recording skillset mailbox greetingsAfter you initialize a skillset mailbox, record the gree

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 mailboxesN0060615N0060615Choosing a Primary or Alternate skillset mailbox greetingIf you record a Primary and an Alte

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 mailboxesN0060615N0060615Recording a Personalized skillset mailbox greetingIf your contact center subscribes to Calle

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

8 ContentsN0060615N0060615Adding a Disconnect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162Exam

80 Chapter 6 Setting up skillset mailboxesN0060615N0060615Deleting a Personalized mailbox greetingIf you no longer need a Personalized mailbox greetin

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

82 Chapter 6 Setting up skillset mailboxesN0060615N0060615Playing skillset mailbox messagesUse the procedure for playing messages that corresponds to

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 mailboxesN0060615N00606153 Applies only if the Reply feature is enabled.4 You can reply to an outside caller by diali

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

86 Chapter 6 Setting up skillset mailboxesN0060615N0060615Replying to messagesYou can reply to internal and external callers. You can reply to an exte

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 mailboxesN0060615N0060615Using the Reply feature to reply to an external callerYou can reply to an external caller us

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

Contents 9CallPilot Contact Center Telephone Administration GuideAgent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

90 Chapter 7 Off-premise Message NotificationN0060615N0060615After you set the Off-premise Message Notification parameters, Off-premise Message Notifi

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 NotificationN0060615N0060615• types of message you want to receive (all new messages or just urgent messages)Setting

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 NotificationN0060615N00606159 Press OK or £ to accept the start time.10 Enter the time when Off-premise Message Notif

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 NotificationN0060615N006061511 Press AM or ⁄orPM or ¤.12 Press OK or £ to accept the stop time.13 Press YES or ⁄ if y

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

98 Chapter 7 Off-premise Message NotificationN0060615N00606154 Press PAGER or ‹ to select a pager number destination.5 Enter the destination pager num

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