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
.
4Press  SKILL
.
5Enter the number of the skillset you want to change and press OK
.
6The display shows whether the skillset is enabled or disabled.
You must disable the skillset before you make changes to it. To 
disable the skillset Press CHNG
 and press NEXT to continue.
7Press PARM
.
8Press CHNG
 if you want to change the name of the skillset
or
press NEXT
 and go to step 11.
9Enter the new skillset name and press OK
.
For how to enter characters on the dialpad, refer to “Using the 
dialpad” on page 12.
10Press NEXT
.
11The skillset’s CDN is displayed.
Press CHNG
 to change the CDN
or
press NEXT
 and go to step 14.
12Enter the CDN and press OK
.
13Press NEXT
.
Log:
QUIT        RETRY       OK
Admin
MBOX        AA         OTHR
Admin
GLIST          CCR         CC
CC Admin
AGENT     SKILL
    OTHR
Skillset:
RETRY       QUIT         OK
Status: xxxxxxx
CHNG                     NEXT
Skillset Admin
PARM    AGENT    ROUTE

CHNG                     NEXT
Skillset name:
RETRY        BKSP       OK

CHNG                      NEXT
CDN: 
CHNG                      NEXT
CDN:
RETRY                        OK
CDN: 
CHNG                      NEXT 
						

							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 call 
overflows to the other skillset and press OK
.
21Press CHNG
 to change the Break time
or
press NEXT
 and go to step 23.
22Enter the Break time and press OK
.
This is a four digit field. Add a zero to any single digit hour or 
minute.
23Press CHNG
 to change the Delay Answer time
or
press NEXT
 and go to step 26.
24Enter the Delay answer time and press OK
.
This is a four digit field. Add a zero to any single digit hour or 
minute.
25Press NEXT
.
26The display shows whether the skillset has an attendant extension 
assigned.
Press CHNG
 to change the attendant extension
or
press NEXT
 and go to step 29.
27Enter the attendant extension.
MWI ext: 
CHNG                     NEXT
Ext:
RETRY                        OK
MWI ext: 
CHNG                      NEXT
Password
RESET                    NEXT
Method:  xxxx
CHNG                     NEXT
Overflow:  00:00
CHNG                     NEXT
Overflow mmss:
RETRY                        OK
Break:  xx:xx
CHNG                     NEXT
Break:  mmss:
RETRY                        OK
Delay ans:  xx:xx
CHNG                      NEXT
Delay ans mmss:
RETRY                         OK
Delay ans:  xx:xx
CHNG                       NEXT
Atdt:  (xxxx)
CHNG                      NEXT
Ext:
RETRY                    QUIT 
						

							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 PM.
33Enter the Night Routing Table start time and press OK
.
This is a four digit field. Add a zero to any single digit hour or 
minute.
34Press AM
 or PM.
35The display shows the Monday Routing Table start times.
Press CHNG
 to change the start times and follow steps 31 through 
34
or
press 24HR
 to use 24 hour service for Monday
or
press NEXT
 to continue.
36The display shows the Tuesday Routing Table method.
In this example the Routing Table has Day and Night Routing 
Table start times programmed.
37Press CHNG
 to change Day or Night Routing Table start times
or
press 24HR
 to use 24 Hour mode for Tuesday
or
press NEXT
 to continue.
38The display shows the Wednesday Routing Table method.
Continue to change the Routing Tables start times for each day of 
the week.
39Press ® to end the session.
Atdt:  xx
CHNG                       NEXT
Prompt lang:  xxx
CHNG                      NEXT
Mo:  24 hour
CHNG                     NEXT
Day start: hhmm
RETRY                        OK
Day hhmm:  xxxx
RETRY       AM             PM
Night start: hhmm
RETRY                       OK
Night hhmm:  xxxx
RETRY       AM             PM
Mo:  xxxxa-xxxxp
CHNG       24HR      NEXT
Tu:  xxxxa-xxxxp
CHNG      24HR       NEXT
Tu:  xxxxa-xxxxp
CHNG      24HR       NEXT
Mo:  24 hour
CHNG                     NEXT 
						

							44    Chapter 5  Setting up skillsets
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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 for the skillset if you have assigned a line to the skillset.
“Configuring lines” on page 23.
Change the properties for the skillset, including the CDN.
“Changing skillset properties” on page 41. 
						

							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
maximum message time is 15 minutes
maximum message length is three minutes
maximum message retention is 30 days
maximum greeting length of one minute
Off-premise message notification enabled with a retry interval of five minutes and three 
attempts
Outbound Transfer is enabled
maximum number of incorrect password attempts is nine
password expires in 90 days
Networking is enabled if you have the Message Networking option enabled
Personal Target Attendant is enabled
Record Call is not enabled
prompt language is Primary
user interface is Norstar Voice Mail
The default Class of Service for skillset mailboxes is 1.
To prepare a skillset mailbox to receive messages:
Know the skillset mailbox number (CDN) of each skillset mailbox.
If you do not know the skillset mailbox number, refer to “Determining a skillset mailbox 
number” on page 46
Initialize the skillset mailbox. Refer to “Initializing a skillset mailbox” on page 48.
Record the skillset mailbox greetings. Refer to “Recording skillset mailbox greetings” on page 
53.
You can use the table “Skillset mailboxes” on page 140 to record the skillset mailboxes you set up. 
						

							46    Chapter 6  Setting up skillset mailboxes
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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 number of the skillset you want to monitor
press ¤ for SKILL to monitor the next enabled skillset
press ‹ or fl for NEXT
press › for PREV to go to previous menu
press £ to go to the next menu
press • to cancel the session1Press 
≤·°fi.
2Press NEXT
.
3The skillset mailbox number for skillset 1 is displayed.
If None appears the skillset is not configured.
Press NEXT
 to continue.
4The Message Waiting Indication (MWI) extension is displayed.
If there are messages in the skillset 1 mailbox, MWI appears at this 
extension. You assign the MWI extension when you set up the 
skillset. If Unavail appears you have not set up an MWI extension.
5Press NEXT
 to view the skillset mailbox number and MWI extension 
for the next skillset
or
press GOTO
 to view another skillset and enter the skillset number.
6Press ® to end the session.
Set xxxx
                              NEXT
CDN 1: xx
GOTO    SKILL      NEXT
Ext 1: xx
GOTO     SKILL      NEXT 
						

							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 Administration Guide for how to change your interface using a 
telephone
Follow the procedures that apply to the interface you use.
Some procedures apply to both interfaces.
1. Press 
≤·°⁄.
Follow the voice prompts or the display button options to open 
your mailbox.
2. Check the display to see which interface you use:
This is the Norstar Voice Mail interface.
This is the CallPilot interface.
3. Press ® to end the session.
0 new  0 saved
PLAY       REC       ADMIN
No messages
COMP       MBOX       EXIT 
						

							48    Chapter 6  Setting up skillset mailboxes
P0945709 03
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 password from four to eight digits long that does not start with zero
changing the skillset mailbox default password to the new password
recording the skillset mailbox name in the Company Directory
To initialize a skillset mailbox
1Press ≤·°⁄.
2Log on by following the voice prompts.
Use the skillset mailbox number and ‚‚‚‚, the default 
password.
3This display appears briefly to indicate that you must change the 
password.
4Enter a new skillset mailbox password from four to eight digits long 
that does not start with zero.
Press OK
 or £.
5Reenter the skillset mailbox password and press OK
 or £.
6At the tone, record the skillset mailbox name in the Company 
Directory. Do not use handsfree.
Include the skillset mailbox number in the recording, For example, 
“Sales, mailbox 5813.”
Press OK
 or £ to end the recording.
7Press OK
 or £ to accept the recording
or
press PLAY
 or ⁄ to listen to the recording
or
press RETRY
 or ¤ to re-record your name.
8The recorded name plays and the skillset mailbox name is displayed.
The skillset mailbox name is the name you entered when you set up 
the skillset properties.
9Press ® to end the session.
Must change pswd
Pswd:
RETRY                        OK
Again:
RETRY                        OK
Record name:
RETRY                        OK
Accept name?
RETRY       PLAY        OK
 
						

							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 display the Log: prompt. When 
this prompt appears, enter the skillset mailbox number and
password.
3. After you open the skillset mailbox, the telephone display shows 
how many new and saved messages are in the mailbox.
1. Press 
≤·°⁄.
2. Press £
or
if you are at another extension, enter the skillset mailbox number 
and then press OK
 or £.
3. Enter the skillset mailbox password and press OK
 or £.
Pswd:
OTHR       RETRY         OK
1 new 1 saved
PLAY      REC       ADMIN
Mbox:
RETRY                         OK
Pswd:
RETRY                         OK 
						

							50    Chapter 6  Setting up skillset mailboxes
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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 in Europe or Australia press °°.
At the voice prompt, enter the skillset mailbox number and password and press £. Follow the 
voice prompts.
To open a skillset mailbox directly from an outside telephone
Follow either procedure to open a skillset mailbox remotely.
1Call a telephone line that is answered by the Automated Attendant.
2Press •• during the Automated Attendant Menu prompt.
If you are in Europe or Australia press °°.
3Enter the skillset mailbox number and password, and then press £.
4Follow the voice prompts.
or
1Call your extension number.
2Press •• during your personal greeting.
If you are in Europe or Australia press °°.
3Enter the skillset mailbox number and password, and then press £.
4Follow the voice prompts.