Nortel Networks Call Center Instructions Manual
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Chapter 5 Setting up skillsets 51 Nortel Networks Call Center Set Up and Operation Guide Removing an agent from a skillset When you remove an agent from a skillset, the agent is removed from the skillset but is not deleted from Call Center. The agent is still available, but no longer receives calls for the skillset. If you want to delete an agent from Call Center, refer to “Deleting an agent” on page 34. To remove an agent from a skillset 1Start CallPilot Manager. 2Click the Call Center heading....
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52 Chapter 5 Setting up skillsets P0919436 03 Enabling a skillset After you set up a skillset, the skillset is disabled until you enable it. Before you can enable a skillset you must: set up the skillset with a valid Control DN. For information, refer to “Setting up or changing a skillset” on page 40. initialize the skillset mailbox. For information, refer to “Initializing a skillset mailbox” on page 57. record skillset mailbox greetings. For information, refer to “Recording skillset mailbox...
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Chapter 5 Setting up skillsets 53 Nortel Networks Call Center Set Up and Operation Guide Disabling a skillset You must disable a skillset if you want to change the skillset properties or administer the lines. If you disable a skillset, no new calls go to the skillset. Any calls that are in the skillset get distributed until the calls are ended. To disable a skillset 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Skillset List link. The Skillset List page appears. 4Click the...
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54 Chapter 5 Setting up skillsets P0919436 03 Unconfiguring a skillset You must disable a skillset if you want to change the skillset properties or administer the lines. Before you unconfigure a skillset, unassign any lines that are assigned to it by following the procedure “Configuring lines” on page 145. You must disable a skillset before you can unconfigure it. To unconfigure a skillset 1Start CallPilot Manager. 2Click the Call Center heading. 3Click the Skillset List link. The Skillset List page...
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55 Nortel Networks Call Center Set Up and Operation 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: they use the primary prompt language ...
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56 Chapter 6 Setting up skillset mailboxes P0919436 03 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 57. To determine a skillset’s mailbox number and Message Waiting Indication telephone 1Press ·°. 2Press NEXT . 3The skillset mailbox number...
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Chapter 6 Setting up skillset mailboxes 57 Nortel Networks Call Center Set Up and Operation Guide Initializing a skillset mailbox You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in it. 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...
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58 Chapter 6 Setting up skillset mailboxes P0919436 03 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 1Press . 2Enter 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,...
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Chapter 6 Setting up skillset mailboxes 59 Nortel Networks Call Center Set Up and Operation Guide 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, press the one digit number 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 After you reach the skillset mailbox, press during...
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60 Chapter 6 Setting up skillset mailboxes P0919436 03 Skillset mailbox password To decrease the chances of unauthorized access to a skillset mailbox, change its password every 30 days. Keep a written copy of the skillset mailbox passwords in “Skillset mailboxes” on page 177. 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...