Nortel Call Pilot 150 Instructions Manual
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Chapter 6 Setting up skillset mailboxes 51 CallPilot 150 Basic Call Center Telephone Administration Guide Skillset mailbox password To decrease the chances of unauthorized access to a skillset mailbox, change its password regularly, we suggest every 30 days. Keep a written copy of the skillset mailbox passwords in “Skillset mailboxes” on page 140. Give the skillset mailbox passwords only to the agents who retrieve messages at your call center. For security reasons, choose an uncommon password, not...
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52 Chapter 6 Setting up skillset mailboxes P0945709 03 Resetting a skillset mailbox password You must disable the skillset before you reset the password. To reset a skillset mailbox password Note: Reset a password if the agent who accesses the skillset mailbox forgets the password or is “locked-out”. The password for the reset mailbox is 0000. The agent who accesses the skillset mailbox cannot retrieve messages until they create a new password. Tell the agent to change the default password as soon...
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Chapter 6 Setting up skillset mailboxes 53 CallPilot 150 Basic Call Center Telephone Administration Guide Recording skillset mailbox greetings After you initialize a skillset mailbox, record the greetings for it. You can record Primary, Alternate and Personalized greetings for each skillset mailbox. You record a Primary skillset mailbox greeting for everyday use. The Alternate skillset mailbox greeting is an optional greeting you can record for special circumstances. If your call center subscribes...
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54 Chapter 6 Setting up skillset mailboxes P0945709 03 To record a Primary or Alternate skillset mailbox greeting 1Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2The skillset mailbox name appears briefly. 3If you use the CallPilot interface: Press °¤ to open the Greetings Options menu Go to step 4 If you use the Norstar Voice Mail interface: Press ADMIN or ° Press GREET or ¤ Go to step 4 4Press REC or ⁄. 5Press PRIME or ⁄ to record the...
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Chapter 6 Setting up skillset mailboxes 55 CallPilot 150 Basic Call Center Telephone Administration Guide Choosing a Primary or Alternate skillset mailbox greeting If you record a Primary and an Alternate skillset mailbox greeting, you must choose which greeting plays. You can change the selection at any time and as often as needed. If you do not choose a greeting, the Primary skillset mailbox greeting plays. If you choose the Alternate mailbox greeting, you must set whether the mailbox accepts...
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56 Chapter 6 Setting up skillset mailboxes P0945709 03 6If you choose the Alternate mailbox greeting, you are asked whether the mailbox can accept messages. Press CHNG or ⁄ to toggle from yes to no or press OK or £ to accept. 7Press ® to end the session. Accept msgs:Y CHNG OK
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Chapter 6 Setting up skillset mailboxes 57 CallPilot 150 Basic Call Center Telephone Administration Guide Recording a Personalized skillset mailbox greeting If your call center subscribes to Caller ID, you can record a maximum of three Personalized greetings for each skillset mailbox. For Personalized skillset mailbox greetings, you program Call Center to recognize a specific telephone number. The Personalized skillset mailbox greeting plays only for a call from the specific telephone number. If...
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58 Chapter 6 Setting up skillset mailboxes P0945709 03 Deleting a Personalized mailbox greeting If you no longer need a Personalized mailbox greeting, you can delete it.8Enter the telephone number (maximum 10 digits) that you are assigning the Personalized mailbox greeting to. Press OK or £ to accept the telephone number. 9Lift your handset. At the tone, record your greeting. Press OK or £ to end the recording. 10Press OK or £ to accept the greeting, or press PLAY or⁄ to listen to the greeting...
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Chapter 6 Setting up skillset mailboxes 59 CallPilot 150 Basic Call Center Telephone Administration Guide Checking skillset mailboxes for messages Frequently check the skillset mailboxes for messages. Only one agent can retrieve messages from each skillset mailbox at a time. If different agents access the messages in the skillset mailbox throughout the day, each agent should: listen to the message write down what the message says erase the message return the caller’s telephone call If the...
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60 Chapter 6 Setting up skillset mailboxes P0945709 03 Playing skillset mailbox messages Use the procedure for playing messages that corresponds to the interface you use: “To play skillset mailbox messages - Norstar Voice Mail” on page 60 “To play skillset mailbox messages - CallPilot” on page 62 To play skillset mailbox messages - Norstar Voice Mail Use this procedure if you use the Norstar Voice Mail interface. The table “Playing skillset mailbox messages - Norstar Voice Mail” shows the message...