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 default password.
Note: Reset a password only if the agent who accesses the skillset mailbox forgets the 
password or is “locked-out”. The password for the reset mailbox is 0000. The agent who 
accesses the skillset mailbox cannot retrieve skillset mailbox messages until they create 
a new password. Tell the agent to change the default password as soon as possible. 
While the skillset mailbox has the default password, the mailbox is vulnerable to 
unauthorized access. 
						

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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 mailbox greetings.
If you record Primary and Alternate skillset mailbox greetings, you must choose which greeting 
plays to callers who reach the skillset mailbox.
You can also record greetings in an Alternate Language. Callers can press 
 while the greeting is 
playing to listen to the voice prompts in the Alternate Language. Remember to inform callers in 
the Primary skillset mailbox greeting that they can press 
 to hear the Alternate Language.
If the Operator Status is set to Yes, and a caller presses 

 during the skillset mailbox greeting, the 
caller transfers to the receptionist or Operator. For information about Operator Status, refer to the 
CallPilot Manager Set Up and Operation Guide. Inform callers in the skillset mailbox greetings 
that they can press 

 to speak to the receptionist or Operator.
If the Operator Status is set to No, a caller who presses 

 during the skillset mailbox greeting is 
informed the Operator is not available, and is transferred to the skillset mailbox.
Examples of Primary and Alternate greetings
You must record a Primary greeting for each skillset mailbox. In the Primary greeting include the 
skillset mailbox name that is listed in the Company Directory. For example:
“Hello. You have reached the Sales Department at Bridgestone Computers. At the sound of the 
tone, please leave your name, phone number and a brief message. One of our agents will return 
your call as soon as possible. Thank you.”
You can record an Alternate greeting for each skillset mailbox. Use an Alternate greeting for 
special circumstances. In the Alternate skillset mailbox greeting include the skillset mailbox name 
that is listed in the Company Directory.
For example:
“Season’s Greetings! You have reached the Sales Department at Bridgestone Computers. At the 
sound of the tone, please leave your name, phone number and a brief message. One of our agents 
will return your call when we re-open on December 27. Thank you.” 
						

							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 REC
 or .
5Press PRIME
 or  to record the Primary greeting
or
press ALT
 or 
to record the Alternate greeting.
If you are changing a greeting, the current greeting starts to play.
6If this is the first time you are recording a greeting, this display 
appears briefly.
7Press YES
 or  and record your greeting at the tone.
8Press OK
 or  to end the recording.
9Press OK
 or  to accept the recording
or
press PLAY
 or 
to listen to the greeting
or
press RETRY
 or 
to rerecord the greeting.
10Press 
	 to end the session.

Greeting options
REC      CHOOSE     CFWD
Greeting:
PRIME       ALT       PERS
Not recorded
Record now?
YES          NO         QUIT
Record greeting:
RETRY                       OK
Accept greeting?
RETRY       PLAY        OK 
						

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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 receives messages in the normal way.
If you choose No:
 messages cannot be left in the skillset mailbox
 the Alternate mailbox greeting takes precedence over all other greetings
 if a caller presses a button to fast forward the message, they hear a voice prompt that says this 
is a special greeting
 if a caller presses a button to send a fax, the fax goes to the General Delivery Mailbox, not the 
skillset mailbox.
If you choose the Alternate mailbox greeting, remember to change back to the Primary mailbox 
greeting at the appropriate time.
To choose a Primary or Alternate skillset mailbox greeting
1Press .
Follow the voice prompts or the display button options on your 
telephone 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 CHOOSE
 or  to select a greeting.
5Press PRIME
 or 
to select the Primary mailbox greeting and
go to step 7
or
press
 ALT or  to select the Alternate mailbox greeting and
go to step 6.

Greeting options
REC      CHOOSE     CFWD
Use greeting:
PRIME      ALT        QUIT 
						

							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 skillset mailbox to receive messages and 
choose an Alternate mailbox greeting, the Personalized greeting takes precedence over any other 
greetings. If you program the skillset mailbox not to receive messages and choose an Alternate 
mailbox greeting, the Alternate mailbox greeting takes precedence over any other greeting, 
including Personalized mailbox greetings.
In the Personalized skillset mailbox greeting include the skillset mailbox name that is listed in the 
Company Directory. For example:
“Hi John. You have reached the Sales Department at Bridgestone Computers. At the sound of the 
tone, please leave your order. One of our agents will return your call if you need to speak to 
someone directly. Thank you.”
To record a Personalized skillset mailbox greeting
1Press .
Follow the voice prompts or the display button options on your 
telephone, 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 REC
 or .
5Press PERS
 or ‹ to record a Personalized greeting.
6Enter a Personalized greeting number of 1, 2 or 3.
7Press CHNG
 or ⁄.

Greeting options
RECCHOOSE CFWD
Greeting: 
PRIME ALT PERS
Greeting: 
RETRY OK
Ph: 
CHNGOK 
						

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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.
10Press OK
 or £ to accept the greeting,
or
press PLAY
 or⁄ to listen to the greeting
or
press RETRY
 or ¤ to re-record the greeting.
11Press 
	 to end the session.
1Press 
.
Follow the voice prompts or the display button options on your 
telephone, to open the skillset mailbox.
2If you use the CallPilot interface:
Press 
 to open the Greetings Options menu
 Go to step 3
If you use the Norstar Voice Mail interface:
Press ADMIN
 or 
Press GREET or 
 Go to step 3
3Press REC
 or .
4Press PERS
 or  to choose a Personalized mailbox greeting.
5Enter the Personalized greeting number (1, 2, or 3) that you want to 
delete.
6Press DEL
 or  to delete the greeting.
7Press 
	 to end the session.
Ph:
RETRY                       OK
Record greeting: 
RETRY OK
Accept greeting?
RETRY       PLAY        OK
Greeting options
REC
     CHOOSE      CFWD
Greeting:
PRIME       ALT       PERS
Greeting:
RETRY                       OK
Ph: XXXXXXX
CHNG   DEL                OK 
						

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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 later or pass the message on to another agent.
If the agent who listens to the message erases the message after writing down what it says:
 the next agent does not waste time listening to the same message
 the next agent knows if the callback was successful or not
 only one agent contacts the caller
If only one agent is responsible for retrieving messages at your call center, this agent does not need 
to transcribe and delete each message before callback. This agent handles messages and knows the 
status of the old messages. 
						

							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 messages - Norstar Voice Mail” shows the message options 
available to you during and after playing messages.1Press 
.
Follow the voice prompts or the display button options on your 
telephone to open the skillset mailbox.
2Press PLAY
 or
 to listen to your messages.
For other options, refer to the table “Playing skillset mailbox 
messages - Norstar Voice Mail” on page 69.
3Press 
	 to end the session.
Playing skillset mailbox messages - Norstar Voice Mail
Option Button Available 
while 
playingAva i la bl e 
after 
playingDescription
Back up

or
<  >>
  > >>
✔
Goes to the end of the message.
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.
Erase

or
ERASE
✔✔
Deletes the message currently playing. If no messages 
are playing, deletes the last message played. Deleted 
messages remain in the skillset mailbox until the session 
ends. (Refer to Notes 1 and 2 on page 70.)
2 new 0 saved
PLAY     REC        ADMIN 
						

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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”.
Forward
or
> >>✔
Advances the message nine seconds and continues 
playing from that point. A message can be forwarded as 
many times as required.
Next

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
<