Nortel Call Center Instructions Manual

							  Call Center Supervisor Guide    11
Call Center Supervisor Guide
Checking skillset mailboxes for messages
Frequently check skillset mailboxes for messages. Only one person at a time can retrieve messages from 
each skillset mailbox. If different people access the messages in the skillset mailbox throughout the day, 
each person should:
 listen to the message
 write down what the message says
 erase the message
 return the caller’s telephone call
If the caller is not available, the agent can try again later or give the message to another agent. If only one 
agent retrieving the messages at your call center, this agent does not need to transcribe and delete each 
message before callback. This agent handles messages and knows the status of the old messages.
Playing messages in a skillset mailbox
1Press 
.
Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.
2Press PLAY
 or to listen to your messages.
For other options, refer to the user card for your telephone, the CallPilot Reference Guide, or the Call 
Center Set Up and Operation Guide.
3Press 
	 to end the session.
Updating web page lists for Multimedia Call Center agents
Multimedia Call Center agents send web pages to callers. If the list of web pages is updated, make sure you 
know where the new list is and tell the agents to update their Favorites. For information on how to update 
and distribute web page lists, refer to the Multimedia Call Center Set Up and Operation Guide. For 
information on how agents update their Favorites, tell the agents to refer to the Multimedia Call Center 
Agent Help. 
						

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Features not to use while you are logged on
Call Park
Instead of using Call Park to transfer a call to another agent or send the call back to a skillset:
 to send the call to a specific agent, enter the Transfer Feature Code (

 and enter the agent’s 
extension number
 to send the call to a skillset, enter the Transfer Feature Code (

and enter the mailbox 
number of a skillset to send the call to a skillset
Call Forward
Do not use Call Forward (
 or 
) to forward calls.
Call Pickup
Do not use Call Pickup to retrieve a call that is ringing on another agent’s phone. Instead:
 let the call ring at the agent’s phone until the number of rings for Transfer Callback Timeout is reached
or
 enter the Not Ready Feature Code (

 on the other agent’s phone
Do Not Disturb
Instead of using Do Not Disturb, use the Not Ready Feature Code (

Call Forward No Answer
You can use Call Forward All Calls, Call Forward No Answer, and Call Forward on Busy only to the 
voicemail extension. The number of rings must be set to be more than the number of rings for the transfer 
callback timeout.
Answer DN
Do not use the Answer DN feature on any sets that you use as agent or supervisor sets.