Nortel Call Pilot 150 Instructions Manual

							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 a predictable password like 1234 or 
1111. If someone knows a skillset mailbox password, they can access the skillset mailbox and play 
or delete messages. They can also access CallPilot and use it fraudulently or disrupt service.
Changing a skillset mailbox password
You can change a skillset mailbox password at any time. A password must be from four to eight 
digits long and cannot start with zero.
To change a skillset mailbox password
1Press ≤·°⁄.
Follow the voice prompts or the display buttons to open the skillset 
mailbox.
2The skillset mailbox name appears briefly and the recorded name 
plays.
3If you use the CallPilot interface:
Press °› to open the Mailbox Password menu
Go to step 4
If you use the Norstar Voice Mail interface:
Press ADMIN
 or °
Press  PSWD
 or ›
Go to step 4
4Enter your new mailbox password and press OK
 or £.
5Re-enter your new mailbox password and press OK
 or £.
6This display appears briefly.
7Press ® to end the session.

Pswd:
RETRY      OK
Again:
RETRY      OK
Password OK 
						

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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 as possible. While the skillset 
mailbox has the default password, the mailbox is vulnerable to unauthorized access.
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 whose mailbox password you want 
to reset and press OK
.
6The display shows whether the skillset is enabled or disabled.
Press NEXT
 if the skillset is disabled
or
press CHNG
 and then press next if the skillset is enabled.
7Press PARM
.
8The display shows the name of the skillset mailbox.
Press NEXT
.
9The display shows the CDN of the skillset mailbox.
Press NEXT
.
10Press NEXT
.
11Press RESET
 to reset the password for the skillset mailbox.
The password is reset to 0000.
12This display appears briefly.
13Press ® to end the session.
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
CDN: 
CHNG                       NEXT
MWI ext: 
CHNG                      NEXT
Password
RESET
                    NEXT
Password reset 
						

							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 to Caller ID, you can record Personalized skillset mailbox greetings.
If you record Primary and Alternate skillset mailbox greetings, you must choose which greeting 
plays to callers who reach the skillset mailbox.
You can also record greetings in an Alternate Language. Callers can press · while the greeting is 
playing to listen to the voice prompts in the Alternate Language. Remember to inform callers in 
the Primary skillset mailbox greeting that they can press · to hear the Alternate Language.
If the Operator Status is set to Yes, and a caller presses ‚ during the skillset mailbox greeting, the 
caller transfers to the receptionist or Operator. For information about Operator Status, refer to the 
CallPilot Manager Set Up and Operation Guide. Inform callers in the skillset mailbox greetings 
that they can press ‚ to speak to the receptionist or Operator.
If the Operator Status is set to No, a caller who presses ‚ during the skillset mailbox greeting is 
informed the Operator is not available, and is transferred to the skillset mailbox.
Examples of Primary and Alternate greetings
You must record a Primary greeting for each skillset mailbox. In the Primary greeting include the 
skillset mailbox name that is listed in the Company Directory. For example:
“Hello. You have reached the Sales Department at Bridgestone Computers. At the sound of the 
tone, please leave your name, telephone number and a brief message. One of our agents will 
return your call as soon as possible. Thank you.”
You can record an Alternate greeting for each skillset mailbox. Use an Alternate greeting for 
special circumstances. In the Alternate skillset mailbox greeting include the skillset mailbox name 
that is listed in the Company Directory.
For example:
“Season’s Greetings! You have reached the Sales Department at Bridgestone Computers. At the 
sound of the tone, please leave your name, telephone number and a brief message. One of our 
agents will return your call when we re-open on December 27. Thank you.” 
						

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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 Primary greeting
or
press ALT
 or ¤ to record the Alternate greeting.
If you are changing a greeting, the current greeting starts to play.
6If this is the first time you are recording a greeting, this display 
appears briefly.
7Press YES
 or ⁄ and record your greeting at the tone.
8Press OK
 or £ to end the recording.
9Press OK
 or £ to accept the recording
or
press PLAY
 or ⁄ to listen to the greeting
or
press RETRY
 or ¤ to rerecord the greeting.
10Press ® to end the session.

Greeting options
REC
      CHOOSE     CFWD
Greeting:
PRIME       ALT       PERS
Not recorded
Record new?
YES
          NO         QUIT
Record greeting:
RETRY                        OK
Accept greeting?
RETRY       PLAY        OK 
						

							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 messages. 
If you choose Yes the skillset mailbox receives messages in the normal way.
If you choose No:
messages cannot be left in the skillset mailbox
the Alternate mailbox greeting takes precedence over all other greetings
if a caller presses a button to fast forward the message, they hear a voice prompt that says this 
is a special greeting
if a caller presses a button to send a fax, the fax goes to the General Delivery Mailbox, not the 
skillset mailbox.
If you choose the Alternate mailbox greeting, remember to change back to the Primary mailbox 
greeting at the appropriate time.
To choose a Primary or Alternate skillset mailbox greeting
1Press ≤·°⁄.
Follow the voice prompts or the display button options on your 
telephone 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 CHOOSE
 or ¤ to select a greeting.
5Press PRIME
 or ⁄ to select the Primary mailbox greeting and
go to step 7
or
press
 ALT or ¤ to select the Alternate mailbox greeting and
go to step 6.

Greeting options
REC      CHOOSE     CFWD
Use greeting:
PRIME      ALT        QUIT 
						

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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 
						

							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 you record a Personalized greeting, program the skillset mailbox to receive messages and choose 
an Alternate mailbox greeting, the Personalized greeting takes precedence over any other 
greetings. If you program the skillset mailbox not to receive messages and choose an Alternate 
mailbox greeting, the Alternate mailbox greeting takes precedence over any other greeting, 
including Personalized mailbox greetings.
In the Personalized skillset mailbox greeting include the skillset mailbox name that is listed in the 
Company Directory. For example:
“Hi John. You have reached the Sales Department at Bridgestone Computers. At the sound of the 
tone, please leave your order. One of our agents will return your call if you need to speak to 
someone directly. Thank you.”
To record a Personalized skillset mailbox greeting
1Press ≤·°⁄.
Follow the voice prompts or the display button options on your 
telephone, 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 PERS
 or ‹ to record a Personalized greeting.
6Enter a Personalized greeting number of 1, 2 or 3.
7Press CHNG
 or ⁄.

Greeting options
REC      CHOOSE      C F WD
Greeting: 
PRIME      ALT        PERS
Greeting:
RETRY                        OK
Ph:
CHNG
                         OK 
						

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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
or
press RETRY
 or ¤ to re-record the greeting.
11Press ® to end the session.
1Press 
≤·°⁄.
Follow the voice prompts or the display button options on your 
telephone, 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 PERS
 or ‹ to choose a Personalized mailbox greeting.
6Enter the Personalized greeting number that you want to delete.
7Press DEL
 or ¤ to delete the greeting.
8Press ® to end the session.
Ph: 
RETRY                        OK
Record greeting:
RETRY                        OK
Accept greeting?
RETRY      PLAY        OK

Greeting options
REC      CHOOSE     CFWD
Greeting:
PRIME       ALT       PERS
Greeting:
RETRY                       OK
Ph: XXXXXXX
CHNG      DEL
             OK 
						

							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 caller is not available, the agent can try again later or pass the message on to another agent.
If the agent who listens to the message erases the message after writing down what it says:
the next agent does not waste time listening to the same message
the next agent knows if the callback was successful or not
only one agent contacts the caller
If only one agent is responsible for retrieving messages at your call center, this agent does not need 
to transcribe and delete each message before callback. This agent handles messages and knows the 
status of the old messages. 
						

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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 options 
available to you during and after playing messages.1Press 
≤·°⁄.
Follow the voice prompts or the display button options on your 
telephone to open the skillset mailbox.
2Press PLAY
 or ¤ to listen to your messages.
For other options, refer to the table “Playing skillset mailbox 
messages - Norstar Voice Mail” on page 60.
3Press ® to end the session.
Playing skillset mailbox messages - Norstar Voice Mail
Option Button Available 
while 
playingAva i la bl e 
after 
playingDescription
Back up
⁄
or
<  >>
  > >>
✔
Goes to the end of the message.
Envelope
‡
✔✔Plays the information in the message envelope. Envelope 
information includes the date and time the message was 
sent and, if the message is internal, the directory name of 
the sender.
Erase
°
or
ERASE
✔✔
Deletes the message currently playing. If no messages 
are playing, deletes the last message played. Deleted 
messages remain in the skillset mailbox until the session 
ends. (Refer to Notes 1 and 2 on page 61.)
2 new 0 saved
PLAY
     REC        ADMIN