Nortel Call Pilot 150 Instructions Manual

Chapter 5  Setting up skillsets    41
CallPilot 150 Basic Call Center Telephone Administration Guide
Changing skillset properties
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 skillset and wait until there are no calls in the skillset 
before you change the CDN.
To change a skillset
1Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and 
password,
and then press OK
.
2Press OTHR
.
3Press CC
....

42    Chapter 5  Setting up skillsets
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14Press CHNG to assign or change an MWI ext
or
press NEXT
 to accept the default of no MWI and go to step 17.
15Enter the extension for MWI and press OK
.
16Press NEXT
.
17Press RESET
 to reset the password for the skillset mailbox
or
press NEXT
 to continue.
18Press CHNG
 to change the method of call distribution
or
press NEXT
.
19Press CHNG
 to change the overflow
or
press NEXT
 and go to step 21.
20Enter the amount of time you want to elapse before the...

Chapter 5  Setting up skillsets    43
CallPilot 150 Basic Call Center Telephone Administration Guide
28Press NEXT.
29Press CHNG
 to change the prompt language
or
press NEXT
.
30The display shows the Monday Routing Table method.
In this example the Routing Table is in 24 hour mode.
Press CHNG
 to change the Routing Table method
or
press NEXT
 and go to step 35.
31Enter 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.
32Press AM
 or...

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Unconfiguring a skillset
If you unconfigure a skillset, you erase the programming for the skillset. You can then reprogram 
the skillset.
To unconfigure a skillset:
Disable the skillset and wait until all the calls are distributed.
Refer to “Disabling a skillset” on page 40.
Erase the Routing Tables.
Refer to “Erasing a Routing Table” on page 122.
Delete agents from the skillset.
Refer to “Deleting an agent” on page 101.
Change the line configuration...

45
CallPilot 150 Basic Call Center Telephone Administration Guide
Chapter 6
Setting up skillset mailboxes
About skillset mailboxes
Each skillset has a mailbox that stores messages left by callers. A skillset mailbox is created 
automatically when you set up a skillset. There is one skillset mailbox for each skillset. The 
skillset mailbox number is the same as the Control Directory Number (CDN) of the skillset.
Skillset mailboxes have these Class of Service settings:
use the primary prompt language...

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Determining a skillset mailbox number
You must know a skillset mailbox number before you can set up the skillset mailbox. The skillset 
mailbox number is the mailbox’s Control DN. If you know the skillset mailbox number, you can 
initialize the mailbox. Refer to “Initializing a skillset mailbox” on page 48.
To determine a skillset’s mailbox number and Message Waiting 
Indication telephone
While you use ≤·°fi you can:
press ⁄ for GOTO to enter the...

Chapter 6  Setting up skillset mailboxes    47
CallPilot 150 Basic Call Center Telephone Administration Guide
Checking which telephone mailbox interface you use
CallPilot supports two interfaces: Norstar Voice Mail and CallPilot.
The Call Center Administrator determines which interface is assigned to the mailbox.
For how to change your mailbox interface refer to:
the CallPilot Manager Set Up and Operation Guide for how to change your interface using 
CallPilot Manager
the CallPilot Telephone...

48    Chapter 6  Setting up skillset mailboxes
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Initializing a skillset mailbox
You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in it, 
and before you can enable its skillset.
Choose a password for the skillset mailbox that is between four to eight digits long and does not 
start with zero. Give the skillset mailbox passwords to the agents who are responsible for 
retrieving messages.
Initializing a skillset mailbox involves:
choosing a...

Chapter 6  Setting up skillset mailboxes    49
CallPilot 150 Basic Call Center Telephone Administration Guide
Opening a skillset mailbox
You can open an initialized skillset mailbox from:
your extension
another extension
an outside tone dial telephone
To open a skillset mailbox - Norstar Voice Mail
To open a skillset mailbox - CallPilot
1. Press ≤·°⁄.
2. Enter the skillset mailbox password and press OK
 or £
or
if you are at another extension, or if you are using a Guest 
mailbox, press OTHR
 or • to...

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Opening a skillset mailbox remotely
To open a skillset mailbox from an outside telephone
If a skillset mailbox is a Mailbox node in a CCR Tree, enter the digits and you automatically 
transfer to the skillset mailbox
or
Call an Operator, receptionist or subscriber and ask them to transfer you to the skillset mailbox 
number using ≤·°fl.
After you reach the skillset mailbox, press •• during the greeting to open the skillset 
mailbox. If you are...