Nortel Call Pilot 150 Instructions Manual

Chapter 3  Call Center general properties    21
CallPilot 150 Basic Call Center Telephone Administration Guide
Reserved channels
Reserved channels are voice channels that are reserved for use by Call Center. If you reserve 
channels for Call Center, you ensure that callers are played skillset announcements, and CallPilot 
does not use all of the voice channels.
A reserved channel is used when:
a Call Center greeting plays to a caller
Off-premise Message Notification notifies you that there is a message...

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11Enter the Secondary Alert time.
This is a four digit field. Add a zero to any single digit hour or 
minute.
12The display shows the Secondary Alert time.
Press OK
.
13Press ® to end the session.
Sec alert mmss:
RETRY                      
Sec alert:  xx:xx
CHNG                         OK
CC Admin
GRTG       PARM 

Chapter 3  Call Center general properties    23
CallPilot 150 Basic Call Center Telephone Administration Guide
Configuring lines
Before Call Center can answer an incoming line, you must assign the line to be answered by a Call 
Center skillset. You can configure a maximum of 15 lines for Basic Call Center. The line numbers 
can be any line number from 1 to 500.
For each line that you want Call Center to answer, you assign:
the line to be answered by Call Center
the skillset that calls on this line go...

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To configure lines for Call Center
1Press ≤·°‹.
Enter the Call Center Administrator mailbox number and 
password, and then press OK
.
2Press AA
.
3Press  LINES
.
4Enter the line number and press OK
.
5Press CHNG
.
6Press CHNG
.
7Press SKILL
.
8Enter the number of the skillset you want to answer the line and 
press  OK
.
9Press RINGS
.
10Press CHNG
.
11Enter the number of rings and press OK
.
12Press 
NEXT to configure another line
or
press ® to...

Chapter 3  Call Center general properties    25
CallPilot 150 Basic Call Center Telephone Administration Guide
Setting the Answer Lines status
The Answer Lines status determines whether Call Center answers the assigned lines. If the Answer 
Line status is set to Yes, Call Center answers the lines assigned as Call Center and CallPilot 
answers the lines assigned as AA. If the Answer Line status is set to No, neither Call Center nor 
CallPilot answers lines.
To set the Answer Lines status
1Press ≤·°¤....

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Resetting the Call Center Administrator password
You can reset the Call Center Administrator password by resetting the password to the default 
password and then creating a new password. You can reset the password to keep the system secure, 
and to create a new password if you forget the Call Center Administrator password.
If you reset the password, you must log on to the Call Center Administrator mailbox using the 
default password 0000 and...

Chapter 3  Call Center general properties    27
CallPilot 150 Basic Call Center Telephone Administration Guide
7This display appears briefly to indicate that you must change your 
password.
8Enter a new password from four to eight digits long that does not 
start with zero.
Press OK
 or £.
9Reenter your new password and press OK
 or £.
10Press ® to end the session.
Must change pswd
Pswd:
RETRY                        OK
Again:
RETRY                        OK
Password OK 

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29
CallPilot 150 Basic Call Center Telephone Administration Guide
Chapter 4
Call Center greetings
About Call Center greetings
Call Center greetings encourage callers to stay on the line until an agent is available. You can 
record greetings in different languages and change them as often as you like. You can record a 
maximum of 10 Call Center greetings.
You can include information in your greetings such as:
your hours of service
a request for callers to have their account number ready
how to leave a...

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Recording a Call Center greeting
Before you record a greeting, write the greeting out so that you include everything that you want to 
say.
We recommend that you record greetings that are a maximum of 20 seconds long. If your greetings 
are longer than 20 seconds, callers must wait in a skillset a longer time before they hear another 
greeting.
To record a Call Center greeting
Transfer greetingA transfer greeting lets a caller transfer their call....