Nortel Call Pilot 150 Instructions Manual
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CallPilot 150 Basic Call Center Telephone Administration Guide 149 Index A Agent Autobusy mode 127 Display Waiting Calls Feature Code (F909) 125 Feature Codes 17 listening to skillset mailbox messages 59 parameters 91 Agent priority levels 8 Agents maximum number 8 B Button memory button indicators 20 programming a memory button 15 C Call Distribution Method 146 monitoring 126 Call Center efficiency tips 130 Feature Codes 14 preventing call congestion 125 related documents 8 skillset mailboxes 45 Call Center Administrator Feature Codes 16 Call Center Features agent priority levels 8 call monitoring 8 Day of Week service 8 number of active agents 8 number of active calls in a skillset 8 number of agents 8 number of greetings 8 number of lines 8 number of Routing Tables per skillset 8 number of skillset mailboxes 8 number of skillsets 8 number of supervisors 8 number of voice ports 8 steps per Routing Table 8 telephone administration 8 Caller ID 62 CallPilot mailbox interface 47 Changing skillset mailbox password 51Channels reserved 21 voice 21 Character limit for Off-premise Message Notification destination pager number and message 74 for Off-premise Message Notification destination number 75, 77, 86 Checking the telephone mailbox interface 47 Company Directory 48 Control DN 34, 45, 46, 134 Conventions, guide 13 angled brackets 13 button options 13 buttons 13 command line 13 Copying a message 60D Day of Week Service 8 Delay Answer feature 127, 145 Deleted messages, retrieving 61 Deleting messages 60, 63 Destination number character limit 75, 77, 86 for pagers 74 when CallPilot is behind PBX or Centrex 74 Destination pager number character limit 74 Destination, Off-premise Message Notification numbers 67 Determining Control DN 46 Feature Codes 14 mailbox interface 47 Message Waiting Indication extension 46 skillset mailbox number 46 DID routing 103 Directory, Company 48 Disabling a skillset 40 Display 13 two line 11 Display telephone entering characters 12
150 Index P0945709 03 E Erasing messages 60, 63 F Fax Detection 104 Feature 983 telephone administration 8 Feature Codes 11, 14 agent 17 Call Center Administrator 16 Custom Feature Codes 17 descriptions 16, 17 determining 14 Display Waiting Calls 20 Display Waiting Calls (F909) 16, 17, 20, 125, 126 Log on, Log off (F904) 16, 17 Monitor skillsets (F904) 16, 17 Not Ready (F908) 16, 17 Open Mailbox (F981) 16, 17 Operator Settings (F982) 16 programming memory buttons 15 Skillset Status (F909) 16 Voicemail DN (F985) 16 Forced Play greetings 106, 128 Formula for waiting calls 129 Forwarding a message 63 G Greeting step Fax Detection 104 Greetings maximum number 8 Greetings, call center examples 29 Forced Play 106 Greeting parameters in Routing Table 106 Greeting step in Routing Table 105 recording 30 Routing Table parameters 128 tips 127 types 29 Greetings, skillset mailbox example 53, 57 H Highest priority call 128 Hours Routing Tables 103 I Indicators Message Waiting 16, 35, 46 Primary 136 Primary alert time 20 Secondary 136 Secondary alert time 20 Initializing a skillset mailbox 48 Internal messages, replying to 64 L Least Busy method of call distribution 146 Lines assigned to be answered by skillset 33 maximum number 8 M Mailbox opening skillset mailbox 49 outdial route 68 skillset mailbox 45 Mailbox interface CallPilot 47 Norstar Voice Mail 47 Manual call presentation 91 Memory button indicator 15, 16, 20 programming 15, 16 Message Waiting Indication determining extension 46 extension 146 Messages copying 60 deleted, retrieving 61 deleting 60, 63 erasing 60, 63 external 64, 66 forwarding 63 internal 64 minimum recording length 64 Off-premise Message Notification 67 playing envelope, CallPilot interface 63 envelope, Norstar Voice Mail 60 next, CallPilot 62 next, Norstar Voice Mail 61 pausing 61 previous, CallPilot 62 previous, Norstar Voice Mail 61 rewinding 60, 62 skipping forward 61, 62
Index 151 CallPilot 150 Basic Call Center Telephone Administration Guide skipping to end 60 quitting 61 replaying 61 replying, CallPilot 63, 64 replying, Norstar Voice Mail 61, 64 saving 61 silence timeout 64 skillset mailbox 45 Method of Call Distribution 146 Monitoring example of monitoring 126 Primary alert 20 Primary alert time 20 Secondary alert 20 MWI extension 146 N Name skillset 147 skillset mailbox 48 Norstar Voice Mail mailbox interface 47 Notification, Off-premise Message Notification 67 Number Control DN 16 skillset mailbox 16 O Off-premise Message Notification 128 about 67 changing parameters 79 destination number character limit 75, 77, 86 destination pager number and message character limit 74 feature restrictions 69 setting up to a pager number 74 to a telephone number 70 to an extension number 72 to wrong destination 67 Off-premise Message Notification parameters destination telephone number 69 destination type 69 time range 69 types of message 69 Opening a skillset mailbox 49 Opening the Skillset Mailbox remotely 49 Opening your mailbox CallPilot 49 Norstar Voice Mail 49Operator resetting password 131 Outdial route, mailbox 68 P Parameters general Call Center 128 Routing Table Greetings 106 Password changing skillset mailbox 51 resetting Operator 131 resetting skillset mailbox 52 skillset mailbox 48, 51 Pausing a message 61 Playing message envelope, CallPilot interface 63 Playing message envelope, Norstar Voice Mail 60 Preferred method of call distribution 146 Primary alert time 20 Programming a memory button 15 R Remotely opening a skillset mailbox 50 Replaying messages 61 Reply feature 62 Replying to an external message sender 66 using the DIAL option 66 to an internal message sender 64 to messages, CallPilot 63 to messages, Norstar Voice Mail 61 Reserved channels 21, 129 Resetting skillset mailbox password 52 Retrieving deleted messages 61 Retrieving messages from skillset mailbox 59 Rewinding messages 60, 62 Routing DID 103 Routing Table examples of 115 Fax Detection 104 Greeting parameters 106 Greeting step 105 hours 103 maximum number of steps 8, 103 parameters of Greeting step 106 Service Modes 123 tips 128 Routing Table steps Disconnect 105
152 Index P0945709 03 Distribute for 105 Greeting 105 Transfer 105 Routing Table, about 103 Routing Tables maximum number per skillset 8 S Saving messages 61 Secondary alert time 20 Service Modes Routing Table 123 Setting up Off-premise Message Notification to a pager number 74 to a telephone number 70 to an extension number 72 skillset parameters 36 Skillset disabling 40 how lines are answered 33 maximum greeting length 129 maximum Routing Tables 8 name 147 problems changing general parameters 134 properties 34 start and end times 8 Skillset mailbox about 45 changing password 51 checking for messages. 59 Class of Service 45 determining MWI extension 16 determining number 16 greeting example 53, 57 initializing 48 leaving a message in 128, 130 listening to messages 59 Message Waiting Indication extension 46 messages 59 messages waiting 146 number 34, 45, 46 opening 49 opening remotely 50 password 48, 51 password, changing 51 resetting password 52 retrieving messages 59 setting up 45 tips 128, 130 Skillset mailboxes maximum number 8Skillset parameters Control Directory Number (CDN) 34 Delay answer 145 Message Waiting Indication extension 146 Method of Call Distribution 146 setting up 36 Skillset name 147 Skillsets maximum active calls 8 maximum number 8 Skipping forward in messages 61, 62 Skipping forward to end of messages 60 Steps, Routing Table 105 Supervisor functionality 8 Supervisors maximum number 8 Symbols 13 T Table, Routing Table 103 Telephone line display 11 Ti me Primary alert 20 Primary alert time-limit 20 Secondary alert 20 Ti ps agent administration 127 Call Center general parameters 128 recording call center greetings 127 Routing Table administration 128 skillset administration 127 skillset mailbox 128, 130 Transfer Allowed enabled 106 Troubleshooting agent log in problems 132 cannot change the Call Center Skillset Parameters 134 Two line display using 11 V Voice channels 21, 128 Voice ports maximum number 8