Nortel Call Pilot 150 Instructions Manual

Chapter 4  Call Center greetings    31
CallPilot 150 Basic Call Center Telephone Administration Guide
9Press OK to accept the greeting
or
press PLAY
 to listen to the greeting
or
press 
RETRY to re-record the greeting.
10Enter another greeting number and press OK
 to record another 
greeting
or
press ® to end the session.
Accept greeting?
RETRY      PLAY          OK
CC greeting:
RETRY                       OK 

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33
CallPilot 150 Basic Call Center Telephone Administration Guide
Chapter 5
Setting up skillsets
About skillsets
Call Center skillsets answer and distribute calls to agents as they become available. Skillsets hold 
calls for different call center departments, such as sales and technical support.
You can have a maximum of two skillsets for Basic Call Center.
You cannot change the properties of a skillset while it is enabled. You must disable the skillset. If 
you want to change the CDN, disable the...

34    Chapter 5  Setting up skillsets
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Skillset properties
SkillsetThe number, either 1 or 2, that is assigned to the skillset.
Control DNThe Control Directory Number is the extension associated with the skillset. 
Incoming calls transfer to the CDN of each skillset from extensions, the 
Automated Attendant or Custom Call Routing. The CDN is the skillset 
mailbox number.
When you assign a CDN to a skillset:
It can be a B1 extension number that is not connected to any telephone 
or...

Chapter 5  Setting up skillsets    35
CallPilot 150 Basic Call Center Telephone Administration Guide
MWI ext
(Message Waiting Indication 
extension)The Message Waiting Indication extension is an optional telephone number 
that indicates that a skillset mailbox has messages waiting. The MWI 
extension that you assign shows Message for you on the telephone display 
when there are new messages in the skillset mailbox. The MWI DN defaults 
to None. If you forget the MWI extensions for a skillset mailbox, you...

36    Chapter 5  Setting up skillsets
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Setting up a skillset
You can record skillset properties in the table “Call Center skillsets” on page 137.
To set up a skillset
1Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and 
password,
and then press OK
.
2Press OTHR
.
3Press CC
.
4Press SKILL
.
5Enter the number of the skillset you want to set up and press OK
.
6Press SETUP
.
7Press CHNG
 to assign a name to the skillset
or
press NEXT
 if you do not want to assign a name to the...

Chapter 5  Setting up skillsets    37
CallPilot 150 Basic Call Center Telephone Administration Guide
14Press NEXT.
15Press NEXT
.
16Press CHNG
 to change the method of call distribution to Preferred 
(Prefer) and press NEXT
or
press NEXT
 to accept the default of Longest idle (Idle).
17Press CHNG
 if you want to specify an overflow time
or
press NEXT
 and go to step 19.
18Enter the amount of time you want to elapse before the call 
overflows to the other skillset and press OK
.
19Press CHNG
 if you want...

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28Press CHNG to use the alternate language prompts and press NEXT
or
press NEXT
 to use the primary language prompts.
29Press CHNG
 to change the service mode for Monday
or
press NEXT
.
30Enter the Day Routing Table start time and press OK
.
This is a four digit field. Add a zero to any single digit hour or 
minute.
31Press AM
 or PM.
32Enter the Night Routing Table start time and press OK
.
This is a four digit field. Add a zero to any single digit hour...

Chapter 5  Setting up skillsets    39
CallPilot 150 Basic Call Center Telephone Administration Guide
Enabling a skillset
After you set up a skillset, calls will not be answered until you enable it. If you disable a skillset, 
no new calls are accepted in the skillset. Calls that are in the skillset are distributed until the calls 
are ended.
Before you can enable a skillset you must:
set up the skillset using the procedure “To set up a skillset” on page 36
initialize and record a greeting for the...

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Disabling a skillset
You must disable a skillset if you want to change the skillset properties or administer the lines.
If you disable a skillset, no new calls go to the skillset. Any calls that are in the skillset are 
distributed until the calls are ended.
To disable a skillset
1Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and 
password,
and then press OK
.
2Press OTHR
.
3Press CC
.
4Press SKILL
.
5Enter the number of the skillset you...