Avaya Call Center User Manual

Part No. P0993308 02Nortel Networks Call CenterSet Up and Operation Guide

10 Chapter 1 About Nortel Networks Call CenterP0993308 02Call Center featuresCall Center has many features that give your call center advanced and

100 Chapter 7 Off-premise Message NotificationP0993308 02Deleting a destination numberIf you have more than one destination number for Off-premise

Chapter 7 Off-premise Message Notification 101Nortel Networks Call Center Set Up and Operation GuideAdding a destination numberUse this procedure

102 Chapter 7 Off-premise Message NotificationP0993308 02Turning Off-premise Message Notification on or offYou can turn Off-premise Message Notifi

103Nortel Networks Call Center Set Up and Operation GuideChapter 8Recording Call Center GreetingsAbout Call Center greetingsCall Center greetings enco

104 Chapter 8 Recording Call Center GreetingsP0993308 02Transfer greetingA transfer greeting lets a caller transfer their call.“Please press 1 to

Chapter 8 Recording Call Center Greetings 105Nortel Networks Call Center Set Up and Operation GuideRecording a Call Center greetingBefore you reco

106 Chapter 8 Recording Call Center GreetingsP0993308 024 Click the Voice link for the number of the greeting you want to record.The page you can

Chapter 8 Recording Call Center Greetings 107Nortel Networks Call Center Set Up and Operation GuideImporting a Call Center greetingIf you use Prof

108 Chapter 8 Recording Call Center GreetingsP0993308 02Exporting a Call Center greetingIf you use Professional Call Center on Business Communicat

109Nortel Networks Call Center Set Up and Operation GuideChapter 9Setting up Routing TablesAbout Routing TablesRouting tables determine how the system

Chapter 1 About Nortel Networks Call Center 11Nortel Networks Call Center Set Up and Operation GuideDynamic call priorityYou can have the priority

110 Chapter 9 Setting up Routing TablesP0993308 02Intelligent Overflow RoutingUse Intelligent Overflow Routing to control how calls are handled th

Chapter 9 Setting up Routing Tables 111Nortel Networks Call Center Set Up and Operation GuideActionWhen Intelligent Overflow Routing determines th

112 Chapter 9 Setting up Routing TablesP0993308 02Examples of Intelligent Overflow Routing rulesIntelligent Overflow Routing gives you flexibility

Chapter 9 Setting up Routing Tables 113Nortel Networks Call Center Set Up and Operation GuideExample 3In this example, calls to the call center go

114 Chapter 9 Setting up Routing TablesP0993308 02Example 5In this example, calls to the call center go to skillset 1, which is the company’s help

Chapter 9 Setting up Routing Tables 115Nortel Networks Call Center Set Up and Operation GuideExample 6In this example, calls to the call center go

116 Chapter 9 Setting up Routing TablesP0993308 02Example 8In this example, calls to the call center are answered by skillset 1, the company’s sal

Chapter 9 Setting up Routing Tables 117Nortel Networks Call Center Set Up and Operation GuideAssigning Intelligent Overflow Routing to a skillset1

118 Chapter 9 Setting up Routing TablesP0993308 027 Select the Timer check box if you want Intelligent Overflow Routing to time how long the call

Chapter 9 Setting up Routing Tables 119Nortel Networks Call Center Set Up and Operation GuideMoving an Intelligent Overflow ruleAfter you create a

12 Chapter 1 About Nortel Networks Call CenterP0993308 02Using CallPilot call routing with Call CenterCallPilot is a versatile business communicat

120 Chapter 9 Setting up Routing TablesP0993308 02Modifying an Intelligent Overflow Rule1 Start CallPilot Manager.2 Click the Call Center heading.

Chapter 9 Setting up Routing Tables 121Nortel Networks Call Center Set Up and Operation GuideDay and Night Routing TablesFax DetectionCall Center

122 Chapter 9 Setting up Routing TablesP0993308 02About types of Routing Table stepsYou can add these types of steps to routing tables:GreetingA G

Chapter 9 Setting up Routing Tables 123Nortel Networks Call Center Set Up and Operation GuideGreeting step parametersYou can assign these paramete

124 Chapter 9 Setting up Routing TablesP0993308 02Adding a Greeting stepGreeting steps play a message to waiting callers.To add a Greeting step1 S

Chapter 9 Setting up Routing Tables 125Nortel Networks Call Center Set Up and Operation Guide5 Click the Insert link.The Routing Step page appears

126 Chapter 9 Setting up Routing TablesP0993308 02— Select the Operator check box if you want callers to be able to transfer to the Operator. By d

Chapter 9 Setting up Routing Tables 127Nortel Networks Call Center Set Up and Operation GuideAdding a Distribute for stepDistribute for steps put

128 Chapter 9 Setting up Routing TablesP0993308 02Adding a Goto stepGoto steps send a caller to another step in the routing table. You can add a G

Chapter 9 Setting up Routing Tables 129Nortel Networks Call Center Set Up and Operation GuideAdding a Transfer step1 Start CallPilot Manager.2 Cli

Chapter 1 About Nortel Networks Call Center 13Nortel Networks Call Center Set Up and Operation GuideA comparison of Basic and Professional Call Ce

130 Chapter 9 Setting up Routing TablesP0993308 02Adding a Disconnect stepDisconnect steps release a call from the skillset it is in. If the first

Chapter 9 Setting up Routing Tables 131Nortel Networks Call Center Set Up and Operation GuideAssigning Routing Table hours of operationTo assign t

132 Chapter 9 Setting up Routing TablesP0993308 025 For each day of the week set the hours of operation for the skillset:• to have the skillset op

Chapter 9 Setting up Routing Tables 133Nortel Networks Call Center Set Up and Operation GuideSetting the Service Mode for skillsetsYou must set th

134 Chapter 9 Setting up Routing TablesP0993308 024 The display shows the Service Mode for skillset 1.In this example, skillset 1 is in Auto mode.

Chapter 9 Setting up Routing Tables 135Nortel Networks Call Center Set Up and Operation GuideExample of a Day Routing TableTo set up the routing t

136 Chapter 9 Setting up Routing TablesP0993308 0211 In the Distribute for box enter the time 01:00.12 Click the Submit button.The Distribute For

Chapter 9 Setting up Routing Tables 137Nortel Networks Call Center Set Up and Operation GuideExample of a Night Routing TableTo set up the routing

138 Chapter 9 Setting up Routing TablesP0993308 02Changing a Routing TableYou must disable a skillset before you can change its routing table.For

Chapter 9 Setting up Routing Tables 139Nortel Networks Call Center Set Up and Operation Guide5 Click the Modify link for the step you want to chan

14 Chapter 1 About Nortel Networks Call CenterP0993308 02Delegated Call Center Administration: the System Administrator can create a password to g

140 Chapter 9 Setting up Routing TablesP0993308 02Creating Caller Input RulesIf you use Professional Call Center, you can create Caller Input Rule

Chapter 9 Setting up Routing Tables 141Nortel Networks Call Center Set Up and Operation Guide4 Click the Change link for the Caller Input Rules Ta

142 Chapter 9 Setting up Routing TablesP0993308 028 Click the Add button.The Match Rule Setup page appears.9 In the Match String box type the stri

Chapter 9 Setting up Routing Tables 143Nortel Networks Call Center Set Up and Operation Guide— if you select Line or Pool, in the Line/Pool# box t

144 Chapter 9 Setting up Routing TablesP0993308 02Using wildcard charactersYou can use the wildcard characters # and * in the match string:• # mat

Chapter 9 Setting up Routing Tables 145Nortel Networks Call Center Set Up and Operation Guide6 The Call Center Administrator created three rules f

146 Chapter 9 Setting up Routing TablesP0993308 02Changing a Caller Input ruleYou can change a caller input rule at any time. If you want to chang

Chapter 9 Setting up Routing Tables 147Nortel Networks Call Center Set Up and Operation GuideDeleting a Caller Input ruleYou can delete a Caller I

148 Chapter 9 Setting up Routing TablesP0993308 02

149Nortel Networks Call Center Set Up and Operation GuideChapter 10Line administrationBefore Call Center can answer an incoming line, you must assign

Chapter 1 About Nortel Networks Call Center 15Nortel Networks Call Center Set Up and Operation GuideCall Center maximum capacitiesThe Call Center

150 Chapter 10 Line administrationP0993308 02To configure a line1 Start CallPilot Manager.2 Click the Auto-Attendant heading.The Lines Administrat

Chapter 10 Line administration 151Nortel Networks Call Center Set Up and Operation GuideConfiguring several lines1 Start CallPilot Manager.2 Click

152 Chapter 10 Line administrationP0993308 02Setting the Answer Lines statusThe Answer Lines status determines whether Call Center answers the ass

153Nortel Networks Call Center Set Up and Operation GuideChapter 11Setting up Call Center general propertiesSetting up Call Center includes assigning

154 Chapter 11 Setting up Call Center general propertiesP0993308 024 If you want to use a Primary and an Alternate language, select the Enable Bil

Chapter 11 Setting up Call Center general properties 155Nortel Networks Call Center Set Up and Operation GuideGeneral Call Center propertiesWhen y

156 Chapter 11 Setting up Call Center general propertiesP0993308 02Reserved channelsReserved channels are voice channels that are reserved for use

Chapter 11 Setting up Call Center general properties 157Nortel Networks Call Center Set Up and Operation GuideSetting up general Call Center prope

158 Chapter 11 Setting up Call Center general propertiesP0993308 02System Configuration ReportThe System Configuration Report includes information

Chapter 11 Setting up Call Center general properties 159Nortel Networks Call Center Set Up and Operation GuideTo generate the System Configuration

16 Chapter 1 About Nortel Networks Call CenterP0993308 02How to get helpUSA and CanadaAuthorized Distributors - Technical SupportTelephone:1-800-4

160 Chapter 11 Setting up Call Center general propertiesP0993308 02Enabling Software Authorization CodesYou enable software authorization codes to

Chapter 11 Setting up Call Center general properties 161Nortel Networks Call Center Set Up and Operation GuideTo enable a software authorization c

162 Chapter 11 Setting up Call Center general propertiesP0993308 02

163Nortel Networks Call Center Set Up and Operation GuideChapter 12Monitoring Call Center call activityMonitoring call activityThere are two ways that

164 Chapter 12 Monitoring Call Center call activit yP0993308 02Use a headset to monitor callsUse a headset rather than handsfree when you monitor

Chapter 12 Monitoring Call Center call activity 165Nortel Networks Call Center Set Up and Operation Guide5 Press OK to accept supervisor status.If

166 Chapter 12 Monitoring Call Center call activit yP0993308 02About monitoring sessionsReceiving a call on your telephone If you are monitoring a

Chapter 12 Monitoring Call Center call activity 167Nortel Networks Call Center Set Up and Operation GuideMonitoring skillsetsUse ·‚· (Display Wait

168 Chapter 12 Monitoring Call Center call activit yP0993308 02An example of monitoring skillsetsIn the example shown here, there are calls waitin

Chapter 12 Monitoring Call Center call activity 169Nortel Networks Call Center Set Up and Operation GuideTaking some Not Ready timeIf you use ·‚°

17Nortel Networks Call Center Set Up and Operation GuideChapter 2About setting up Call CenterYou can set up Call Center using a display telephone on y

170 Chapter 12 Monitoring Call Center call activit yP0993308 02Logging offLog off when you complete your shift or will be away from your telephone

171Nortel Networks Call Center Set Up and Operation GuideChapter 13Tips for operating Call CenterThis chapter provides tips to improve the operation o

172 Chapter 13 Tips for operating Call CenterP0993308 02Routing Table administration• Use Forced Play greetings sparingly. If you use Forced greet

Chapter 13 Tips for operating Call Center 173Nortel Networks Call Center Set Up and Operation GuideHow to calculate the longest time a caller can

174 Chapter 13 Tips for operating Call CenterP0993308 02Tips to improve the efficiency of Call CenterPlan for busy times:• when you assign agents

175Nortel Networks Call Center Set Up and Operation GuideChapter 14Troubleshooting Call CenterThis chapter contains troubleshooting information for pr

176 Chapter 14 Troubleshooting Call CenterP0993308 02To reset the Operator password using a phoneResetting the Call Center Administrator passwordY

Chapter 14 Troubleshooting Call Center 177Nortel Networks Call Center Set Up and Operation GuideAgent problemsAgent log on problemsIf an agent can

178 Chapter 14 Troubleshooting Call CenterP0993308 02Call Forward No AnswerWhen an agent’s phone is on Call Forward No Answer to the voicemail ext

Chapter 14 Troubleshooting Call Center 179Nortel Networks Call Center Set Up and Operation GuideSkillset problemsProblems enabling skillsetsMake s

18 Chapter 2 About setting up Call CenterP0993308 02To start CallPilot Manager on Business Communications Manager 3.01 Point your web browser to h

180 Chapter 14 Troubleshooting Call CenterP0993308 02Call processing problemsTo achieve the most efficient use of your call center, make sure you

181Nortel Networks Call Center Set Up and Operation GuideChapter 15Call Center Programming RecordFor this programming task see on pageRecord the Featu

182 Chapter 15 Call Center Programming RecordP0993308 02Feature CodesGeneral Call Center propertiesOperator/Business StatusFeature code name Dialpad b

Chapter 15 Call Center Programming Record 183Nortel Networks Call Center Set Up and Operation GuideCall Center skillsetsSkillset parameterRules Defaul

184 Chapter 15 Call Center Programming RecordP0993308 02Intelligent Overflow RoutingSkillset:Service Mode(circle one) Conditions DestinationDayNight24

Chapter 15 Call Center Programming Record 185Nortel Networks Call Center Set Up and Operation GuideCall Center agentsAgent ID Agent name Supervisor st

186 Chapter 15 Call Center Programming RecordP0993308 02Skillset assignmentsSkillset name and # Agent ID and name Priority

Chapter 15 Call Center Programming Record 187Nortel Networks Call Center Set Up and Operation GuideSkillset mailboxesSkillset # Mailbox name Mailbox n

188 Chapter 15 Call Center Programming RecordP0993308 02Routing TablesSkillset # _______________ Day or Night _______________Step # Type

Chapter 15 Call Center Programming Record 189Nortel Networks Call Center Set Up and Operation GuideCaller Input RulesRule table # _______________

Chapter 2 About setting up Call Center 19Nortel Networks Call Center Set Up and Operation GuideAbout the CallPilot Manager interfaceSystem timeout

190 Chapter 15 Call Center Programming RecordP0993308 02Intelligent CLID/DNIS RoutingType of call: Line, Voice Button, CLID/ANI, DNISAction

Chapter 15 Call Center Programming Record 191Nortel Networks Call Center Set Up and Operation GuideLine answeringLine # Skillset # # of rings (0 to 12

192 Chapter 15 Call Center Programming RecordP0993308 02

193Nortel Networks Call Center Set Up and Operation GuideGlossaryAASee Automated Attendant.AgentAn agent is a person who is assigned to answer calls f

194 GlossaryP0993308 02CDNSee Control Directory Number.Call CenterCall Center receives, holds and routes calls to agents in a call center.call cent

Glossary 195Nortel Networks Call Center Set Up and Operation GuideClass of ServiceThe Class of Service defines the values for mailboxes.Control Dir

196 GlossaryP0993308 02Greeting TableThe Greeting Table determines which recorded greeting is played and which line is answered according to the ti

Glossary 197Nortel Networks Call Center Set Up and Operation GuideMessage Waiting Indication extension (MWI extension or MWI DN)For each skillset m

198 GlossaryP0993308 02Routing TableRouting Tables handle incoming calls for each skillset. A Routing Table determines the order of greetings and h

Nortel Networks Call Center Set Up and Operation Guide199IndexNumerics24 Hour Service mode, skillset 110AAddingagents to a skillset 49agents to Ca

2P0993308 02Nortel Networks Call Center Set Up and Operation GuideCopyright © 2002 Nortel NetworksAll rights reserved. 2002.The information in this do

20 Chapter 2 About setting up Call CenterP0993308 02Call Center password accessIf you want to limit access to CallPilot Manager, you can create or

200 IndexP0993308 02voice 156Character limitfor Off-premise Message Notification destination number 87, 88, 90, 99Checking the telephone mailbo

Index 201Nortel Networks Call Center Set Up and Operation GuideIIndicatorsMessage Waiting 27, 40, 42, 58, 158Primary 182Primary alert time 15

202 IndexP0993308 02skillset mailbox 27OOff-premise Message Notification 172about 79changing parameters 92destination numbercharacter limit

Index 203Nortel Networks Call Center Set Up and Operation GuideRouting Table, about 109Routing, DID 43SSaving messages 72Secondary alert 15

204 IndexP0993308 02Transfer 177to Auto Attendant 10to CCR 10to Operator 10to skillset mailbox 10Transfer Allowedenabled 123Troubleshoo

Chapter 2 About setting up Call Center 21Nortel Networks Call Center Set Up and Operation GuideSetting up Call Center from a two line display tele

22 Chapter 2 About setting up Call CenterP0993308 02Using the dialpadThe buttons on your display telephone dialpad act as both numbers and letters

Chapter 2 About setting up Call Center 23Nortel Networks Call Center Set Up and Operation GuideSymbols and conventions used in this guideThese con

24 Chapter 2 About setting up Call CenterP0993308 02Checking which telephone mailbox interface you useCallPilot supports two interfaces: Norstar V

25Nortel Networks Call Center Set Up and Operation GuideChapter 3Using Feature CodesYou use Feature Codes to perform Call Center functions on your tel

26 Chapter 3 Using Feature CodesP0993308 02Programming a memory button with a Feature CodeEach Feature Code can be programmed to a memory button.

Chapter 3 Using Feature Codes 27Nortel Networks Call Center Set Up and Operation GuideFeature Codes used by the Call Center AdministratorUse this

28 Chapter 3 Using Feature CodesP0993308 02Feature Codes used by Call Center agents and supervisorsIf you have Custom Feature Codes, record them i

29Nortel Networks Call Center Set Up and Operation GuideChapter 4Setting up Call Center agentsAgents handle the calls in your call center. Supervisors

3Nortel Networks Call Center Set Up and Operation GuideContentsChapter 1About Nortel Networks Call Center . . . . . . . . . . . . . . . . . . . . . .

30 Chapter 4 Setting up Call Center agentsP0993308 02In addition to these agent properties, if you use Professional Call Center you can assign age

Chapter 4 Setting up Call Center agents 31Nortel Networks Call Center Set Up and Operation GuideAdding an agent or a supervisorYou can use the tab

32 Chapter 4 Setting up Call Center agentsP0993308 02Adding more than one agentYou can save time by adding more than one agent at a time. When you

Chapter 4 Setting up Call Center agents 33Nortel Networks Call Center Set Up and Operation GuideChanging agent informationYou can change an agent’

34 Chapter 4 Setting up Call Center agentsP0993308 02Deleting an agentDeleting an agent removes the agent from Call Center. The agent is removed f

Chapter 4 Setting up Call Center agents 35Nortel Networks Call Center Set Up and Operation GuideLogging an agent offAgents usually log out when th

36 Chapter 4 Setting up Call Center agentsP0993308 02

37Nortel Networks Call Center Set Up and Operation GuideChapter 5Setting up skillsetsAbout skillsetsCall Center skillsets answer and distribute calls

38 Chapter 5 Setting up skillsetsP0993308 02Skillset propertiesSkillsetThe number between 1 and 50 that is assigned to the skillset.Control DNThe

Chapter 5 Setting up skillsets 39Nortel Networks Call Center Set Up and Operation GuideYou can use B2 CDNs if:• you use a CallPilot 150 platform.

4 ContentsP0993308 02Chapter 5Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Abou

40 Chapter 5 Setting up skillsetsP0993308 02MWI DN(Message Waiting Indication extension)The Message Waiting Indication extension is an optional ph

Chapter 5 Setting up skillsets 41Nortel Networks Call Center Set Up and Operation GuideSetting up or changing a skillsetYou can record skillset pr

42 Chapter 5 Setting up skillsetsP0993308 026 In the Name box type the name for this skillset. The skillset name can be a maximum of 16 characters

Chapter 5 Setting up skillsets 43Nortel Networks Call Center Set Up and Operation GuideSetting up DID routingYou can route calls based on their Di

44 Chapter 5 Setting up skillsetsP0993308 02Setting up CLID/DNIS RoutingIf you use Professional Call Center you can set up CLID/DNIS Routing Table

Chapter 5 Setting up skillsets 45Nortel Networks Call Center Set Up and Operation GuideCLID/DNIS Routing Table propertiesLineThe line is the line

46 Chapter 5 Setting up skillsetsP0993308 02Adding a CLID/DNIS Route1 Start CallPilot Manager.2 Click the Call Center heading.3 Click the CLID/DNI

Chapter 5 Setting up skillsets 47Nortel Networks Call Center Set Up and Operation Guide• If you have Multimedia Call Center enabled and you want t

48 Chapter 5 Setting up skillsetsP0993308 02Deleting a CLID/DNIS Route1 Start CallPilot Manager.2 Click the Call Center heading.3 Click the CLID/D

Chapter 5 Setting up skillsets 49Nortel Networks Call Center Set Up and Operation GuideAssigning an agent to a skillsetYou can assign an agent to

Contents 5Nortel Networks Call Center Set Up and Operation GuideChapter 7Off-premise Message Notification . . . . . . . . . . . . . . . . . . . .

50 Chapter 5 Setting up skillsetsP0993308 025 Click the Assign button.The Assign Agents page appears with the available agents displayed.6 Click t

Chapter 5 Setting up skillsets 51Nortel Networks Call Center Set Up and Operation GuideChanging an agent’s priority in a skillsetIf you use Call C

52 Chapter 5 Setting up skillsetsP0993308 02Unassiging an agent from a skillsetWhen you unassign an agent from a skillset, the agent is removed fr

Chapter 5 Setting up skillsets 53Nortel Networks Call Center Set Up and Operation GuideViewing agents in a skillset1 Start CallPilot Manager.2 Cli

54 Chapter 5 Setting up skillsetsP0993308 02Enabling a skillsetAfter you set up a skillset, the skillset is disabled until you enable it.Before yo

Chapter 5 Setting up skillsets 55Nortel Networks Call Center Set Up and Operation GuideDisabling a skillsetYou must disable a skillset if you want

56 Chapter 5 Setting up skillsetsP0993308 02Unconfiguring a skillsetYou must disable a skillset if you want to change the skillset properties or a

57Nortel Networks Call Center Set Up and Operation GuideChapter 6Setting up skillset mailboxesAbout skillset mailboxesEach skillset has a mailbox that

58 Chapter 6 Setting up skillset mailboxesP0993308 02Determining a skillset mailbox numberYou must know a skillset mailbox number before you can s

Chapter 6 Setting up skillset mailboxes 59Nortel Networks Call Center Set Up and Operation GuideInitializing a skillset mailboxYou must initialize

6 ContentsP0993308 02Reviewing Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Modifying Routi

60 Chapter 6 Setting up skillset mailboxesP0993308 02Opening a skillset mailboxYou can open an initialized skillset mailbox from:• your extension•

Chapter 6 Setting up skillset mailboxes 61Nortel Networks Call Center Set Up and Operation GuideOpening a skillset mailbox remotelyTo open a skill

62 Chapter 6 Setting up skillset mailboxesP0993308 02Skillset mailbox passwordTo decrease the chances of unauthorized access to a skillset mailbox

Chapter 6 Setting up skillset mailboxes 63Nortel Networks Call Center Set Up and Operation GuideResetting a skillset mailbox passwordTo reset a sk

64 Chapter 6 Setting up skillset mailboxesP0993308 02Recording skillset mailbox greetingsAfter you initialize a skillset mailbox, record the greet

Chapter 6 Setting up skillset mailboxes 65Nortel Networks Call Center Set Up and Operation GuideTo record a Primary or Alternate skillset mailbox

66 Chapter 6 Setting up skillset mailboxesP0993308 02Choosing a Primary or Alternate skillset mailbox greetingIf you record a Primary and an Alter

Chapter 6 Setting up skillset mailboxes 67Nortel Networks Call Center Set Up and Operation Guide6 If you choose the Alternate mailbox greeting, yo

68 Chapter 6 Setting up skillset mailboxesP0993308 02Recording a Personalized skillset mailbox greetingIf your call center subscribes to Caller ID

Chapter 6 Setting up skillset mailboxes 69Nortel Networks Call Center Set Up and Operation GuideDeleting a Personalized skillset mailbox greetingI

Contents 7Nortel Networks Call Center Set Up and Operation GuideChapter 13Tips for operating Call Center. . . . . . . . . . . . . . . . . . . . . .

70 Chapter 6 Setting up skillset mailboxesP0993308 02Checking skillset mailboxes for messagesFrequently check the skillset mailboxes for messages.

Chapter 6 Setting up skillset mailboxes 71Nortel Networks Call Center Set Up and Operation GuidePlaying skillset mailbox messagesUse the procedure

72 Chapter 6 Setting up skillset mailboxesP0993308 02Notes:1 Because the skillset mailbox has limited message storage space, delete any messages y

Chapter 6 Setting up skillset mailboxes 73Nortel Networks Call Center Set Up and Operation Guide3 Applies only if the Reply feature is enabled.4 Y

74 Chapter 6 Setting up skillset mailboxesP0993308 02Retrieving erased messagesAfter you play your messages and end your skillset mailbox session,

Chapter 6 Setting up skillset mailboxes 75Nortel Networks Call Center Set Up and Operation GuideReplying to messagesYou can reply to internal and

76 Chapter 6 Setting up skillset mailboxesP0993308 02To reply to an internal caller - CallPilot1 Press Follow the voice prompts or the display but

Chapter 6 Setting up skillset mailboxes 77Nortel Networks Call Center Set Up and Operation GuideReplying to an external callerYou can reply to an

78 Chapter 6 Setting up skillset mailboxesP0993308 02

79Nortel Networks Call Center Set Up and Operation GuideChapter 7Off-premise Message NotificationAbout Off-premise Message NotificationOff-premise Mes

8 ContentsP0993308 02

80 Chapter 7 Off-premise Message NotificationP0993308 02Assigning an outdial method to a skillset mailboxThe outdial method determines which line,

Chapter 7 Off-premise Message Notification 81Nortel Networks Call Center Set Up and Operation GuideOff-premise Message Notification parametersYou

82 Chapter 7 Off-premise Message NotificationP0993308 02Setting up Off-premise Message NotificationFollow these instructions if you have not set u

Chapter 7 Off-premise Message Notification 83Nortel Networks Call Center Set Up and Operation Guide6 Press OK or to accept the destination phone

84 Chapter 7 Off-premise Message NotificationP0993308 0216 Press OK or if you want to be notified when the skillset mailbox receives a new messa

Chapter 7 Off-premise Message Notification 85Nortel Networks Call Center Set Up and Operation GuideTo set up Off-premise Message Notification to a

86 Chapter 7 Off-premise Message NotificationP0993308 0211 Press AM or orPM or .12 Press OK or to accept the stop time.13 Press YES or if you

Chapter 7 Off-premise Message Notification 87Nortel Networks Call Center Set Up and Operation GuideAbout setting up Off-premise Message Notificati

88 Chapter 7 Off-premise Message NotificationP0993308 023 Press ADMIN or to set up Off-premise Message Notification.4 Press PAGER or to select

Chapter 7 Off-premise Message Notification 89Nortel Networks Call Center Set Up and Operation GuideTo set up Off-premise Message Notification to m

9Nortel Networks Call Center Set Up and Operation GuideChapter 1About Nortel Networks Call CenterThis guide leads a Call Center Administrator or a Sys

90 Chapter 7 Off-premise Message NotificationP0993308 029 Press OK or to accept the start time.10 Enter the time when Off-premise Message Notifi

Chapter 7 Off-premise Message Notification 91Nortel Networks Call Center Set Up and Operation Guide21 Press NEXT or to accept the start time tha

92 Chapter 7 Off-premise Message NotificationP0993308 02Changing Off-premise Message NotificationYou can change the parameters and destinations fo

Chapter 7 Off-premise Message Notification 93Nortel Networks Call Center Set Up and Operation Guide6 Press CHNG or to change the start timeorpre

94 Chapter 7 Off-premise Message NotificationP0993308 02To change the destination from phone to another destination1 Press .Follow the voice promp

Chapter 7 Off-premise Message Notification 95Nortel Networks Call Center Set Up and Operation Guide10 Press CHNG or to change the start timeorpre

96 Chapter 7 Off-premise Message NotificationP0993308 02To change the destination from pager to phone or extension1 Press .Follow the voice prompt

Chapter 7 Off-premise Message Notification 97Nortel Networks Call Center Set Up and Operation Guide9 Press CHNG or to change the start timeorpres

98 Chapter 7 Off-premise Message NotificationP0993308 02To change the destination from phone or extension to pager1 Press .Follow the voice prompt

Chapter 7 Off-premise Message Notification 99Nortel Networks Call Center Set Up and Operation Guide8 Press NEXT or to accept the default pager me