Nortel Networks Call Center Instructions Manual

Chapter 6  Setting up skillset mailboxes    61
Nortel Networks Call Center Set Up and Operation Guide
Resetting a skillset mailbox password
To reset a skillset mailbox password
1Start CallPilot Manager.
2Click the Mailbox Administration heading.
The Mailbox List page appears.
3Click the Reset Password link for the skillset mailbox you want to reset the password for.
A message appears that asks you to confirm your request to change the password.
4Click the OK button.
The password is reset to 0000, the...

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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...

Chapter 6  Setting up skillset mailboxes    63
Nortel Networks Call Center Set Up and Operation Guide
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...

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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...

Chapter 6  Setting up skillset mailboxes    65
Nortel Networks Call Center Set Up and Operation Guide
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 

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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...

Chapter 6  Setting up skillset mailboxes    67
Nortel Networks Call Center Set Up and Operation Guide
Deleting a Personalized skillset mailbox greeting
If you no longer need a Personalized mailbox greeting, you can delete it.
To delete a Personalized mailbox greeting
8Enter the phone number (maximum 10 digits) that you are 
assigning the Personalized mailbox greeting to.
Press
 OK or  to accept the phone number.
9Lift your handset.
At the tone, record your greeting.
Press OK
 or £ to end the recording....

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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...

Chapter 6  Setting up skillset mailboxes    69
Nortel Networks Call Center Set Up and Operation Guide
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 69
“To play skillset mailbox messages - CallPilot” on page 71
To play skillset mailbox messages - Norstar Voice Mail
Use this procedure if you use the Norstar Voice Mail interface.
The table “Playing skillset mailbox...

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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 72”.
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