Nortel Networks Call Center Instructions Manual

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Nortel Networks Call Center Set Up and Operation Guide
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 
“Replying to an external caller” on page 75.
To play skillset mailbox messages - CallPilot
Use this procedure if you use the CallPilot interface.
The table “Playing skillset...

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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 -...

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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 73
“To...

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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. 

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Replying to an external caller
You can reply to an external caller if your company subscribes to a Caller ID service and the 
skillset mailbox has an outdial method assigned to it. For information about outdial method refer 
to “Assigning an outdial method to a skillset mailbox” on page 78. Before you use the Reply 
option you must play the message.
Use the procedure that applies to the interface you...

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Nortel Networks Call Center Set Up and Operation 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 the 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...

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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...

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Off-premise Message Notification parameters
You can set up the parameters for Off-premise Message Notification from any tone dial phone.
The parameters are:
 destination type (phone, extension or pager)
 destination number (phone, extension or pager)
 time range for receiving calls at phone numbers or extensions (Pagers are notified any time 
there is a qualifying message.)
 types of message you...

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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 90.
To set up Off-premise Message Notification to a phone number
To set up Off-premise Message Notification to refer to
a phone numberpage 80
an...