Nortel Call Pilot 150 Instructions Manual
Have a look at the manual Nortel Call Pilot 150 Instructions Manual online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 211 Nortel manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.
Chapter 6 Setting up skillset mailboxes 61 CallPilot 150 Basic Call Center Telephone Administration Guide Notes: 1Because the skillset mailbox has limited message storage space, delete any messages you no longer need. After a certain time period, your saved messages are erased automatically. Ask your System Administrator about this. 2You can retrieve a deleted message only if you have not quit the session in which you deleted it. For information about retrieving deleted messages refer to “Retrieving erased messages” on page 63”. Forward‹ or > >>✔ Advances the message three seconds and continues playing from that point. Next fl or ££✔✔ Plays the next message in the skillset mailbox. If you use this while a message is playing, it stops playing the current message and plays the next message in the skillset mailbox. Pause/ Continue ¤ or STOP/ PLAY ✔ Temporarily stops a message. When you stop the message, you can play the previous message, continue playing the current message, or skip to the next message. Previous › ✔✔Stops playing the current message and plays the previous message. Quit • ✔Stops playing the message and plays the Mailbox main menu options. Replay ⁄⁄ or <
62 Chapter 6 Setting up skillset mailboxes P0945709 03 3Applies only if the Reply feature is enabled. 4You can reply to an outside caller by dialing them back if your company subscribes to Caller ID (CLID) service. For further information about replying to an outside caller refer to “Using the Reply feature to reply to an external caller” on page 66. To play skillset mailbox messages - CallPilot Use this procedure if you use the CallPilot interface. The table “Playing skillset mailbox messages - CallPilot” shows the message options that are available to you during and after playing messages.1Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. A voice prompt announces the number of new and saved messages that you have. 2You can play any message that you want to listen to. Press ¤ to play the current message. For other message commands, refer to the table “Playing skillset mailbox messages - CallPilot”. 3Press ® to end the session. Playing skillset mailbox messages - CallPilot Option ButtonAvailable during and after playing Description Skip Back ⁄Rewinds the message five seconds and resumes playing it at that point. Skip Forward ‹Advances the message five seconds and continues playing from that point. Previous Message ›Stops playing the current message and plays the previous message. Next Message flPlays the next message in the skillset mailbox. If you use this while a message is playing, it stops playing the current message and plays the next message in the skillset mailbox. Call Sender ·Places a call to the sender of a message. Help •✔Offers a Help menu. Reply ‡⁄✔Replies to a message. No messages COMP MBOX EXIT
Chapter 6 Setting up skillset mailboxes 63 CallPilot 150 Basic Call Center Telephone Administration Guide Retrieving erased messages After you play your messages and end your skillset mailbox session, any messages that you do not erase are saved. Since message storage space is limited, we recommend that you erase messages that are no longer needed. You can retrieve an erased message if you are still in the skillset mailbox session. An erased message remains in the skillset mailbox until you end the current session. To retrieve an erased message - Norstar Voice Mail After you erase a new or saved message, the number of new or saved messages shown on the display is decreased by one. Even though the display shows 0 new 0 saved, you can still play and retrieve any erased skillset mailbox messages. Press PLAY or ¤ to listen to the erased message. To retrieve an erased message - CallPilot You can retrieve a deleted message. A deleted message remains in the skillset mailbox until you end the current session. Locate the deleted message. Then press ‡fl to restore the message. After you play the erased message, you can restore it. If you end the current session without restoring the erased message, it is permanently erased from the skillset mailbox. 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. Forward Message ‡‹✔Forwards the message to one or more mailboxes. You can record an introduction to the forwarded message. Reply All ‡›✔Replies to a message and all recipients of the message. (Refer to Note 3 on page 62.) Delete ‡fl✔ Deletes the current message. Deleted messages remain in the skillset mailbox until the session ends. (Refer to Notes1 and 2 on page 61.) Playing skillset mailbox messages - CallPilot Option ButtonAvailable during and after playing Description
64 Chapter 6 Setting up skillset mailboxes P0945709 03 Replying to messages You can reply to internal and external callers. You can reply to an external caller if your company subscribes to CLID. The messages you record must be longer than three seconds. The system times out after five seconds of silence. Use the procedure for replying to messages that applies to the interface you use: “To reply to an internal caller - Norstar Voice Mail” on page 64 “To reply to an internal caller - CallPilot” on page 65 Replying to an internal caller To reply to an internal caller - Norstar Voice Mail If you use and you want to use Norstar Voice Mail reply to the caller’s extension CALL to transfer to the internal caller’s extension. leave a message in the caller’s mailbox MSG to record and send a reply to the internal caller’s mailbox. CallPilot reply to the caller’s extension Call Sender · to transfer to the internal caller’s extension. leave a message in the caller’s mailbox Reply ‡⁄ to record and send a reply to the internal caller’s mailbox. 1Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2Press PLAY or¤. 3After you listen to the message, press REPLY or ·. 4Press CALL or ¤ to call the caller or press MSG or ⁄ to record and send a reply. 1 new 0 saved PLAY REC ADMIN End of message REPLY ERASE NEXT Reply to msg MSG CALL QUIT
Chapter 6 Setting up skillset mailboxes 65 CallPilot 150 Basic Call Center Telephone Administration Guide To reply to an internal caller - CallPilot 1Press ≤·°⁄. Follow the voice prompts or the display button options on your telephone to open the skillset mailbox. 2A mailbox summary is announced. While you are in your message list, you can play any message. 3Press ¤ to play the current message. 4Press · to call the caller or press ‡⁄ to record and send a reply.
66 Chapter 6 Setting up skillset mailboxes P0945709 03 Using the Reply feature to reply to an external caller You can reply to an external caller using the Reply feature if your company subscribes to a Caller ID service and the skillset mailbox has an outdial method assigned to it. For how to assign an outdial method to a skillset mailbox refer to “Assigning an outdial method to a skillset mailbox” on page 69. Before you use the Reply feature you must play the message. To reply to an external caller - Norstar Voice Mail To reply to an external caller - CallPilot 1Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2Press PLAY or ¤. 3After you listen to the message, press REPLY or ·. CallPilot dials the external number directly. 1Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2A mailbox summary is announced. While you are in the message list you can play any message. 3Press ¤ to play the current message. 4Press · to call the caller. CallPilot dials the external number directly. 1 new 0 saved PLAY REC ADMIN End of message REPLY ERASE NEXT
67 CallPilot 150 Basic Call Center Telephone Administration Guide Chapter 7 Off-premise Message Notification About Off-premise Message Notification Off-premise Message Notification notifies you or a designated agent when there are new or urgent messages in a skillset mailbox. You can receive Off-premise Message Notification at any tone dial telephone number, pager or extension. You can receive notification of a message at a maximum of five different destination numbers. When the number of retry attempts is reached for each destination number, the next number in the series is called. For example, Call Center can call your car telephone first when there is a message in the skillset mailbox. If there is no answer, Call Center waits five minutes and calls your car telephone again. If there is still no answer, Call Center calls your car telephone a third time. If there is no answer after three calls, Call Center calls your home telephone. Call Center continues to call at five minute intervals until the call is answered or all of the destinations are called three times. Off-premise Message Notification, the Retry Intervals and Maximum Number of Attempts for skillset mailboxes are assigned through the Class of Service settings in CallPilot Manager. Skillset mailboxes have a default Class of Service of 1. Class of Service 1 has these default settings for Off-premise Message Notification: Off-premise Message Notification enabled a Retry Interval of five minutes a Maximum Number of Attempts of 3 For information about changing Class of Service settings, refer to the CallPilot Manager Set Up and Operation Guide. You must assign start and stop times for telephone and destinations. Off-premise Message Notification begins when the start time is reached. Set the start time for a time when you are at the destination number so that you are there to receive calls. A person who receives an Off-premise Message Notification call can cancel Off-premise Message Notification to their destination number. This is useful if a destination is incorrectly programmed and a wrong party receives the calls. The recipient of an Off-premise Message Notification call hears the following voice prompt: “Message for (name of mailbox owner). To log on press ⁄. If you have received this call by mistake, please press ¤. Note: Set up Off-premise Message Notification for non-business hours. Then Off-Premise Message Notification does not consume a Reserved or voice channel during busy periods.
68 Chapter 7 Off-premise Message Notification P0945709 03 After you set the Off-premise Message Notification parameters, Off-premise Message Notification is enabled automatically.
Chapter 7 Off-premise Message Notification 69 CallPilot 150 Basic Call Center Telephone Administration Guide Assigning an outdial method to a skillset mailbox The outdial method determines which line, line pool or route code the system uses for Off-premise Message Notification. The default for outdial method is None. You must assign an outdial method before you can use an external telephone or a pager as an Off-premise Message Notification destination. For more information on line pools and route codes, refer to your system documentation. To assign an outdial method to a skillset mailbox Warning: Do not change the extension number assigned to the skillset mailbox. If this extension number is changed, callers in the skillset cannot access the skillset mailbox and you cannot change the Skillset general parameters. To correct a wrong extension number, change the extension number to the Control DN of the skillset. 1Press ≤·°‹. Enter the Call Center Administrator mailbox number and password, and then press OK . 2Press MBOX . 3Press CHNG . 4Enter the skillset mailbox number or press DIR to use the Company Directory. 5Press NEXT until you see this display. Press CHNG . 6Press NEXT if you want to use a line as the outdial method or press CHNG if you want to use a line pool as the outdial method and then press NEXT . 7Enter the Line or Pool number and press OK . Line numbers must be between 1 and 500. Although line pools have a letter such as A, B or C, Call Center accepts only numbers. If you enter a line pool use 1 for A, 2 for B, 3 for C, and so on. 8Press OK . 9Press ® to end the session. Log: QUIT RETRY OK Admin MBOX AA OTHR Mailbox Admin ADD DEL CHNG Mbox: DIR QUIT Outdial: CHNG NEXT Outdial: CHNG NEXT xxxx: RETRY OK Accept: x RETRY OK
70 Chapter 7 Off-premise Message Notification P0945709 03 Off-premise Message Notification parameters You can set up the parameters for Off-premise Message Notification from any tone dial telephone. The parameters are: destination type (phone, extension or pager) destination number (phone, extension or pager) time range for receiving calls at telephone numbers or extensions (Pagers are notified any time there is a qualifying message.) types of message you want to receive (all new messages or just urgent messages) Setting up Off-premise Message Notification Follow these instructions if you have not set up Off-Premise Message Notification and are setting it up for the first time. If you have set up Off-Premise Message Notification, refer to the section on “Changing Off-premise Message Notification” on page 80. Note: The restrictions that apply to your telephone line also apply to Off-premise Message Notification numbers. For example, if you cannot dial long distance telephone numbers from your telephone, you cannot have a long distance Off-premise Message Notification destination number. To set up Off-premise Message Notification to refer to a telephone numberpage 71 an extensionpage 73 a pagerpage 75