Nortel Networks Call Center Instructions Manual

							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.
3Click the Skillset List link.
The Skillset List page appears.
4Click the Agents link for the skillset you want to remove an agent from.
The Assigned Agents page appears.
5Click the Unassign link for the agent you want to remove.
A message appears that asks you to confirm your request to unassign the agent.
6Click the OK button.
The agent is removed from the Assigned Agents page.
7Click the Close button to return to the Skillset List page.
Viewing agents in a skillset
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset List link.
The Skillset List page appears.
4Click the Agents link for the skillset you want to view.
The agents who are assigned to the skillset appear on the Assigned Agents page.
5Click the Close button to return to the Skillset List page.
Note: For information about using the Supervisor Monitor feature, refer to
“Tips for operating Call Center” on page 161. 
						

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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 greetings” on page 62.
 set up the Day and Night Routing Tables.
For information, refer to “Example of a Day Routing Table” on page 132.
To enable a skillset
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset List link.
The Skillset List page appears.
4Click the Enable link for the skillset to you want to enable.
On the Skillset List page in the Status column the skillset changes from Disabled to Enabled. 
						

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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 Disable link for the skillset you want to disable.
A message appears that asks you to confirm the request to disable the skillset.
5Click the OK button.
On the Skillset List page in the Status column the skillset changes from Enabled to Disabled. 
						

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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 appears.
4Click the Unconfigure link for the skillset you want to unconfigure.
A message appears that asks you to confirm the request to unconfigure the skillset.
5Click the OK button.
The programming for the skillset is removed from the Skillset List page.
Warning: If you unconfigure a skillset, you delete the skillset properties and the 
programming for the skillset. This includes the general properties, the assigned agents 
and the routing table information. 
						

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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
 their maximum message time is 15 minutes
 their maximum message length is three minutes
 their maximum message retention is 30 days
 they have a maximum greeting length of one minute
The default Class of Service for skillset mailboxes is 1.
To prepare a skillset mailbox to receive messages:
 know the skillset mailbox number (CDN) of each skillset mailbox.
If you do not know the skillset mailbox number, refer to “Determining a skillset mailbox 
number” on page 56
 initialize the skillset mailbox
 record the skillset mailbox greetings
You can use the table “Skillset mailboxes” on page 177 to record the skillset mailboxes you set up. 
						

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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 for skillset 1 is displayed.
If None appears the skillset is not configured.
Press NEXT
 to continue.
4The Message Waiting Indication (MWI) extension is displayed.
If there are messages in the skillset 1 mailbox, MWI appears at this 
extension. You assign the MWI extension when you set up the 
skillset. If Unavail appears you have not set up an MWI extension.
5Press next to view the skillset mailbox number and MWI extension 
for each skillset.
6Press 
	 to end the session.
Set xxxx
NEXT
CDN 1:xxxx
NEXT
Ext 1: xxx
NEXT 
						

							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 password from four to eight digits long that does not start with zero
 changing the skillset mailbox default password to the new password
 recording the skillset mailbox name in the Company Directory
To initialize a skillset mailbox
1Press .
2Log on by following the voice prompts.
Use the skillset mailbox number and 




, the default 
password.
3This display appears briefly to indicate that you must change the 
password.
4Enter a new skillset mailbox password from four to eight digits long 
that does not start with zero.
Press OK
 or .
5Reenter the skillset mailbox password and press OK
 or .
6At the tone, record the skillset mailbox name in the Company 
Directory. Do not use handsfree.
Include the skillset mailbox number in the recording, For example, 
“Sales, mailbox 5813.”
Press OK
 or  to end the recording.
7Press OK
 or  to accept the recording
or
press PLAY
 or 
to listen to the recording
or
press RETRY
 or

to re-record your name.
8The recorded name plays and the skillset mailbox name is displayed.
The skillset mailbox name is the name you entered when you set up 
the skillset properties.
9Press 
	 to end the session.
Must change pswd
Pswd:
RETRY                       OK
Again:
RETRY                       OK
Record name:
RETRY                       OK
Accept name?
RETRY       PLAY        OK
 
						

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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, enter the skillset mailbox number and
password.
3After you open the skillset mailbox, the telephone display shows 
how many new and saved messages are in the mailbox.
1Press 
.
2Press 

or
if you are at another extension, enter the skillset mailbox number 
and then press OK
 or .
3Enter the skillset mailbox password and press OK
 or .
Pswd:
OTHR       RETRY        OK
1 new 1 saved
PLAY      REC       ADMIN
Mbox:
RETRY                        OK
Pswd:
RETRY                        OK 
						

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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 the greeting to open the skillset 
mailbox. If you are in Europe or Australia press 

 At the voice prompt, enter the skillset mailbox number and password and press  Follow the 
voice prompts.
To open a skillset mailbox directly from an outside telephone
Follow either procedure to open a skillset mailbox remotely.
1Call a telephone line that is answered by the Automated Attendant.
2Press 
 during the Automated Attendant Menu prompt.
If you are in Europe or Australia press 

3Enter the skillset mailbox number and password, and then press .
4Follow the voice prompts.
or
1Call your own extension number.
2Press 
 during your personal greeting.
If you are in Europe or Australia press 

3Enter the skillset mailbox number and password, and then press .
4Follow the voice prompts. 
						

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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 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