Nortel Networks Call Center Instructions Manual
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Chapter 6 Setting up skillset mailboxes 71 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 mailbox messages - CallPilot” shows the message options that are available to you during and after playing messages.1Press . Follow the voice prompts or the display button options to open the skillset mailbox. A voice prompt announces the number of new and saved messages that you have. 2You can play any message that you want to listen to. Press to play the current message. For other message commands, refer to the table “Playing skillset mailbox messages - CallPilot”. 3Press to end the session. Playing skillset mailbox messages - CallPilot Option ButtonAvailable during and after playing Description Skip Back Rewinds the message five seconds and resumes playing it at that point. Skip Forward Advances the message five seconds and continues playing from that point. Previous Message Stops playing the current message and plays the previous message. Next Message 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. Call Sender Places a call to the sender of a message. Help ✔Offers a Help menu. Reply ✔Replies to a message. No messages COMP MBOX EXIT
72 Chapter 6 Setting up skillset mailboxes P0919436 03 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 - Norstar Voice Mail After you erase a new or saved message, the number of new or saved messages shown on the display is decreased by one. Even though the display shows 0 new 0 saved, you can still play and retrieve any erased skillset mailbox messages. Press PLAY or to listen to the erased message. To retrieve an erased message - CallPilot You can retrieve a deleted message. A deleted message remains in the skillset mailbox until you end the current session. Locate the deleted message. Then press to restore the message. After you play the erased message, you can restore it. If you end the current session without restoring the erased message, it is permanently erased from the skillset mailbox. 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. Forward Message ✔Forwards the message to one or more mailboxes. You can record an introduction to the forwarded message. Reply All ✔Replies to a message and all recipients of the message. (Refer to Note 3 on page 71.) Delete ✔ Deletes the current message. Deleted messages remain in the skillset mailbox until the session ends. (Refer to Notes1 and 2 on page 70.) Playing skillset mailbox messages - CallPilot Option ButtonAvailable during and after playing Description
Chapter 6 Setting up skillset mailboxes 73
Nortel Networks Call Center Set Up and Operation Guide
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 reply to an internal caller - CallPilot” on page 74
Replying to an internal caller
To reply to an internal caller - Norstar Voice Mail
If you use and you want to use
Norstar Voice Mail reply to the caller’s
extension
CALL to transfer to the internal caller’s extension.
leave a message in the
caller’s mailbox
MSG to record and send a reply to the internal caller’s
mailbox.
CallPilot reply to the caller’s
extension
Call Sender
to transfer to the internal caller’s
extension.
leave a message in the
caller’s mailbox
Reply
to record and send a reply to the
internal caller’s mailbox.
1Press .
Follow the voice prompts or the display button options to open
the skillset mailbox.
2Press PLAY
or.
3After you listen to the message, press REPLY
or .
4Press CALL
or to call the caller
or
press MSG
or
to record and send a reply.
1 new 0 saved
PLAY
REC ADMIN
End of message
REPLY ERASE NEXT
Reply to msg
MSG CALL QUIT
74 Chapter 6 Setting up skillset mailboxes P0919436 03 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.
Chapter 6 Setting up skillset mailboxes 75
Nortel Networks Call Center Set Up and Operation Guide
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 use.
To reply to an external caller - Norstar Voice Mail
To reply to an external caller - CallPilot
1Press .
Follow the voice prompts or the display button options to open the
skillset mailbox.
2Press PLAY
or .
3After you listen to the message, press REPLY
or .
CallPilot dials the external number directly.
1Press
.
Follow the voice prompts or the display button options to open the
skillset mailbox.
2A mailbox summary is announced.
While you are in the message list you can play any message.
3Press
to play the current message.
4Press
to call the caller.
CallPilot dials the external number directly.
1 new 0 saved
PLAY REC ADMIN
End of message
REPLY
ERASE NEXT
76 Chapter 6 Setting up skillset mailboxes P0919436 03
77 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 reached for each destination number, the next number in the series is called. For example, Call Center can call your car phone first when there is a message in the skillset mailbox. If there is no answer, Call Center waits five minutes and calls your car phone again. If there is still no answer, Call Center calls your car phone a third time. If there is no answer after three calls, Call Center calls the your home phone. Call Center continues to call at five minute intervals until the call is answered or all of the destinations are called three times. Off-premise Message Notification, the Retry Intervals and Maximum Number of Attempts for skillset mailboxes are assigned through the Class of Service settings in CallPilot Manager. Skillset mailboxes have a default Class of Service of 1. Class of Service 1 has these default settings for Off-premise Message Notification: Off-premise Message Notification enabled a Retry Interval of five minutes a Maximum Number of Attempts of 3 For information about changing Class of Service settings, refer to the CallPilot Manager Set Up and Operation Guide. You must assign start and stop times for phone and destinations. Off-premise Message Notification begins when the start time is reached. Set the start time for a time when you are at the destination number so that you are there to receive calls. A person who receives a Off-premise Message Notification call can cancel Off-premise Message Notification to their destination number. This is useful if a destination is incorrectly programmed and a wrong party receives the calls. The recipient of an Off-premise Message Notification call hears the following voice prompt: “Message for (name of mailbox owner). To log on press . If you have received this call by mistake, please press . After you set the Off-premise Message Notification parameters, Off-premise Message Notification is enabled automatically. Note: Set up Off-premise Message Notification for non-business hours. Then Off-Premise Message Notification does not consume a Reserved or voice channel during busy periods.
78 Chapter 7 Off-premise Message Notification P0919436 03 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 an outdial method to a skillset mailbox 1Start CallPilot Manager. 2Click the Mailbox Administration heading. The Mailbox List page appears. 3Click the Change link for the skillset mailbox you want to set up an outdial route for. The Mailbox page for the mailbox appears. 4From the Outdial Type list box select the type of outdial method you want to use. 5If you use a line or a line pool, in the Line/Pool# type the number of the outgoing line or line pool number you want to assign to the skillset mailbox for outdialing. 6Click the Submit button. Warning: Do not change the extension number assigned to the skillset mailbox. If this extension number is changed, callers in the skillset cannot access the skillset mailbox and you cannot change the Skillset general parameters. To correct a wrong extension number, change the extension number to the Control DN of the skillset.
Chapter 7 Off-premise Message Notification 79 Nortel Networks Call Center Set Up and Operation Guide 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 want to receive (all new messages or just urgent messages) Note: The restrictions that apply to your phone line also apply to Off-premise Message Notification numbers. For example, if you cannot dial long distance phone numbers from your phone, you cannot have a long distance Off-premise Message Notification destination number.
80 Chapter 7 Off-premise Message Notification P0919436 03 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 extensionpage 83 a pagerpage 85 1Press . Follow the voice prompts or the display button options to open the skillset mailbox. 2If you use the CallPilot interface: Press to open the Mailbox Tools Press NOTIF or to open the Off-premise Message Notification menu Go to step 3 If you use the Norstar Voice Mail interface: Press ADMIN or Press to open the Off-premise Message Notification menu Go to step 3 3Press ADMIN or to set up Off-premise Message Notification. 4Press PHONE or to choose a phone number destination. 5Enter the destination phone number and press OK or . The destination phone number is a maximum of 30 digits. Msg notify ADMIN SELECT Destination: PHONE EXT PAGER Ph: RETRY OK