Nortel Networks Call Center Telephone User Manual

Part No. N0025637 01 December 2, 2004

Call Center Telephone Administration

Guide

Call Center Telephone Administration Guide

The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks NA Inc.

The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license. The software license agreement is included in this document.

Trademarks

NORTEL NETWORKS is a trademark of Nortel Networks.

All other trademarks and registered trademarks are the property of their respective owners.

N0025637 01

Contents

Chapter 1

About Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

What Call Center includes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

What you can administer through a telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Chapter 2

About Call Center telephone administration . . . . . . . . . . . . . . . . . . . . . . . . 15

Setting up Call Center with a two line display telephone . . . . . . . . . . . . . . . . . . . . . . . 15

System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Feature codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Programming a memory button with a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . 19

Feature Codes used by Call Center Administrators and supervisors . . . . . . . . . . . . . 20

Feature Codes used by Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Agent Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Chapter 3

Call Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Enabling the Call Center software authorization code . . . . . . . . . . . . . . . . . . . . . . . . . 23

Setting Call Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Primary and Secondary alert times . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Reserved channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Setting Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Setting the Supervisor Help request timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Selecting skillsets supervisors can receive help requests from . . . . . . . . . . . . . . 28

Configuring lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Setting the Answer Lines status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Resetting the Call Center Administrator password . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Chapter 4

Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

About Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Types of Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Recording a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Call Center Telephone Administration Guide

4 Contents

Chapter 5

Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

About skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

How incoming calls are sent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Setting up a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Enabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Disabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Unconfiguring a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Chapter 6

Setting up skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

About skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Determining a skillset mailbox number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Checking which telephone mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . . . . 57

Initializing a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Opening a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Recording skillset mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Choosing a Primary or Alternate skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . 65

Recording a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Deleting a Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Checking skillset mailboxes for messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Playing skillset mailbox messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Opening a skillset mailbox remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Changing a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Resetting a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Examples of Primary and Alternate greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Replying to an internal caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Using the Reply feature to reply to an external caller . . . . . . . . . . . . . . . . . . . . . . 76

Chapter 7

Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Assigning an outdial method to a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

N0025637 01

About setting up Off-premise Message Notification to a pager number . . . . . . . . 84

Contents 5

Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Chapter 8

Setting up agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

About adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Adding an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Changing an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Adding multiple agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Assigning an agent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Assigning several agents to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Removing agents from a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Viewing agents in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Logging an agent off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Deleting an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Resetting an agent password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Chapter 9

Intelligent Overflow Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Examples of Intelligent Overflow Routing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Adding Overflow rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Changing and viewing Overflow rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Deleting Overflow rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Chapter 10

Routing table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Setting up DID routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Fax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

About types of Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Adding a Greeting step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Greeting step parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Adding a Distribute for step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Adding a Goto step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Adding a Transfer step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Adding a Disconnect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Example of a Day Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Example of a Night Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Changing a routing table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Reviewing Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Modifying Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Erasing a Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Setting the Service Modes for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Call Center Telephone Administration Guide

6 Contents

Chapter 11

Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Monitoring agent calls with Silent Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Monitoring tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

Taking some Not Ready time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Logging off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Changing your password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Configuring Supervisor Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

How to handle Supervisor help requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

How to handle missed requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

Setting up Silent Monitor on your system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Using Silent Monitor with Answer DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

To monitor skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

An example of monitoring skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Using a memory button to monitor calls waiting in skillsets . . . . . . . . . . . . . . . . 156

Using Not Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Programming Not Ready to a memory button . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

How Supervisor Help works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

An example of retrieving an escalated request . . . . . . . . . . . . . . . . . . . . . . . . . . 162

Chapter 12

Tips for operating Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Agent administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Skillset administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Routing Table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Call Center general parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

How to calculate the longest time a caller can be on hold . . . . . . . . . . . . . . . . . . . . . 165

Tips to improve the efficiency of Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Chapter 13

Troubleshooting Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Agent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Agent log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Important considerations about how agents use features . . . . . . . . . . . . . . . . . . 168

Skillset problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Problems changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

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Contents 7

Chapter 14

Call Center Programming Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

General Call Center parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Operator/Business Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Call Center skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Skillset assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

Line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Call Center Telephone Administration Guide

8 Contents

N0025637 01

Chapter 1 About Call Center

This guide leads a Call Center Administrator through setting up and operating Call Center on a CallPilot 100/150 or BCM50 system. You can program Call Center using any two-line display telephone on your telephone system. You can also use the web-based CallPilot Manager to set up and operate Call Center.

Call Center is an application that handles incoming calls as efficiently and economically as possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely matches the needs of the caller. Calls can be routed based on the origin of the call, the destination of the call, or the information entered by the caller. Callers can be given high or low priorities. Callers can overflow to different groups or skillsets of agents, transfer out of the system, leave a message, and hear announcements and informative messages.

For information about Call Center features, refer to the Call Center Set Up and Operation Guide.

Call Center Telephone Administration Guide

10 Chapter 1 About Call Center

What Call Center includes

You can use Enhanced or Basic Call Center on CallPilot. Basic Call Center is available for BCM50.

Features Basic Call Center Enhanced Call Center

Skillsets 2 30

Overflow skillsets 1 29

Configured agents (available agent IDs) 20 100

Agent priority levels 20

Active agents 10 Enhanced: max 50, min 20

Active calls in all skillsets 15 48

Maximum active calls per skillset 15 48

Lines that can be configured for Call Center

Voice ports (shared with CallPilot or dedicated)

Routing tables per skillset 2

Greetings 30 50

Steps per routing table 20

Skillset mailboxes 2 30

Supervisors 10 16

Supervisor functionality, including call monitoring

Maximum simultaneous monitoring sessions

Day of Week Service: you specify the start times for the day and night skillset for each day of the week

Limited Feature 983 telephone administration

Supervisor Help Available with Silent Monitor. Not supported with Muted Monitor.

(You can have an additional 8 for CallPilot if you have 2 CallPilots

Silent is available only if a MICS 7.0 or later KSU is used. Otherwise, muted mode is available. Only one mode is available at a time, so if silent monitor is available, muted monitor is not.

15 30

on 1 KSU)

Available

Expected Wait Time 5 tables 20 tables

Activity Codes 2,000 entries

Dynamic agent priority levels Not available 20

Caller Input Tables Not available 30

CallPilot Manager Available

Call Center Reporting

Dynamic call priority levels Not available 20

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Enabled with optional Software

Authorization Code

Included

Chapter 1 About Call Center 11

Features Basic Call Center Enhanced Call Center

Overflow rules per skillset 20 20

Basic Intelligent Caller Input Routing: the ability to route a call to an Operator, Auto Attendant, skillset mailbox, CCR Tree or internal or external number

Advanced Intelligent Caller Input Routing: the ability to route a call based on multi-digit fixed or variable strings

Delegated Call Center Administration: the System Administrator can create a password to give a Call Center Administrator or supervisor access to Call Center administration.

Intelligent Overflow Routing: rules you create to overflow, change the priority of, and move calls to multiple skillsets, a skillset mailbox, an internal or external number, a mailbox, the Auto Attendant or an operator.

Intelligent CLID/DNIS Routing Not available Available

Not available Available

Available

Overflow rules per skillset 20

Service Mode: you specify the start and end times for the day and night skillset for each day of the week

Available

Call Center Telephone Administration Guide

12 Chapter 1 About Call Center

What you can administer through a telephone

Call Center properties

Software authorization code

Primary and Secondary Alert times “Primary and Secondary alert times” on page 25

Reserved Channels “Reserved channels” on page 26

Supervisor Help “Setting the Supervisor Help request timeout” on page 28

Caller ID display settings “Setting Caller ID” on page 27

Lines “Configuring lines” on page 29

Answer lines status “Setting the Answer Lines status” on page 31

Reset Administrator password “Resetting the Call Center Administrator password” on page

Call Center greetings “Recording a Call Center greeting” on page 36

Skillsets

Parameters: name, number, control DN, Message Waiting Indicator DN, Method of Distribution, Break Time, Delay Answer, Activity Code and Expected Wait Time settings, service mode, prompt language, attendant extension.

Monitor skillsets

Skillset mailboxes

initialize a skillset mailbox change a skillset mailbox password record skillset mailbox greetings play skillset mailbox messages

Off-premise message notification “About Off-premise Message Notification” on page 77

“Enabling the Call Center software authorization code” on page 23

“Selecting skillsets supervisors can receive help requests from” on page 28

NOTE: You must use CallPilot Manager to add Greeting captions.

“Setting up a skillset” on page 43

“Setting the Service Modes for skillsets” on page 148

“Monitoring skillsets” on page 154

NOTE: you must use CallPilot Manager to set up Caller Input Rules and Expected Wait Time and Activity Code tables.

“About skillset mailboxes” on page 55 “Initializing a skillset mailbox” on page 58 “Skillset mailbox password” on page 61 “Recording skillset mailbox greetings” on page 63 “Playing skillset mailbox messages” on page 70

Agents

Agent ID, name, supervisor, automatic answer, missed call options, priority, Activity Code entry type

Assign agents to skillsets “Assigning an agent to a skillset” on page 107

Log an agent off “Logging an agent off” on page 111

Reset an agent password “Resetting an agent password” on page 113

Monitor agents

N0025637 01

“Adding an agent” on page 102

“Monitoring agent calls with Silent Monitor” on page 151

Routing

Intelligent Overflow Routing “Adding Overflow rules” on page 122

Greeting step Distribute for step Goto step Transfer step Disconnect step

Expected Wait Time tables NOTE: You must use CallPilot Manager. You cannot

Activity Codes NOTE: You must use CallPilot Manager. You cannot

Caller Input Rule Tables NOTE: You must use CallPilot Manager. You cannot

Advanced Intelligent Caller Input Routing NOTE: You must use CallPilot Manager. You cannot

How to get help

USA and Canada

Authorized Distributors - ITAS Technical Support

Telephone:

1-800-4NORTEL (1-800-466-7835) If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#. If you do not yet have a PIN Code, or for general questions and first line support, you can enter ERC 338#.

Website:

http://www.nortelnetworks.com/itas/

email:

naitas@nortelnetworks.com

Presales Support (CSAN)

Telephone:

1-800-4NORTEL (1-800-466-7835) Use Express Routing Code (ERC) 1063#

EMEA (Europe, Middle East, Africa)

Technical Support - CTAS

Telephone:

00800 800 89009

Fax:

44-191-555-7980

email:

emeahelp@nortelnetworks.com

CALA (Caribbean & Latin America)

Technical Support - CTAS

Telephone: 1-954-858-7777

email:

csrmgmt@nortelnetworks.com

APAC (Asia Pacific)

Technical Support - CTAS

Telephone:

+61 388664627

Fax:

+61 388664644

• email:

asia_support@nortelnetworks.com

N0025637 01

Chapter 2 About Call Center telephone administration

Setting up Call Center with a two line display telephone

You cannot use a single line display telephone to set up and administer Call Center. You must use a two line display telephone. Two line display telephones show Call Center commands and options. A two line display can show up to three display options at once. In some instances, an option does not have a corresponding display button, and you must select the option by pressing buttons on the diapad.

An example of a two line display

Display command line Display button options

Display buttons

System timeout

If you pause longer than 2 minutes (120 seconds) when you program Call Center on a two line display telephone, the system times out and ends the session. This is a safety feature that prevents unauthorized use of the system.

For example, if the system times out before you enter all the settings for a skillset, you must use the procedures in “Changing skillset properties” on page 49 to finish setting up the skillset.

Skillset 1: Enabled SKILL NEXT

Call Center Telephone Administration Guide

16 Chapter 2 About Call Center telephone administration

Using the dialpad

The buttons on your display telephone dialpad act as both numbers and letters. Each button represents a number and letters of the alphabet.

To enter a character

To accept a character

To delete a character

Numbers and letters on the dialpad.

press the dialpad button that represents the letter or number. Press the button again to see the next letter or number.

press

£ or press another button. When you press another button, the

cursor advances and the display shows the first character on the new button.

press the BKSP display button.

⁄ 1 ’ - ¤ A B C 2 a b c ‹ D E F 3 d e f

› G H I 4 g h i ﬁ J K L 5 j k l ﬂ M N O 6 m n o

‡ P Q R S 7 p q r s ° T U V 8 t u v · W X Y Z 9 w x y z

• Quit ‚ Q Z Zero q z £ Accepts the displayed letter and “,”

(comma)

The display can show up to 16 characters. Whether the prompt remains on the display depends on the type of prompt that is displayed.

Pswd:1111 OTHR RETRY OK

This is an example of a display with fewer than 16 characters, where the command line prompt remains on the display.

Name: RETRY BKSP OK

P RETRY BKSP OK

PARTRIDGE RET RY BKSP OK

The prompt disappears for these command line prompts:

•Name:

•Log:

•Dest ph:

N0025637 01

This display shows the Name: command line prompt.

When you begin to enter the last name, the Name: command line prompt disappears. For example, if you enter the name Partridge, you press the pad ‡ for P, and the display drops the Name: prompt.

Although the name is only nine characters long, the command line prompt is not shown on the display after you enter the entire name.

Chapter 2 About Call Center telephone administration 17

Symbols and conventions used in this guide

These conventions and symbols are used to represent the Business Series Terminal display and dialpad.

Convention Example Used for

Word in a special font (in the top line of the display)

Underlined word in capital letters (on the bottom line of a two line display telephone)

Dialpad buttons

About telephone buttons

This table shows the Nortel Networks Business Series Terminal buttons. Use the buttons that pertain to the type of telephone you use.

Button name T7100, T7208, T7316

Feature

Handsfree Bottom right-hand

Hold

≤ ƒ F

button

≥ ˙ ≥

Pswd: Command line prompts on display telephones.

PLAY Display option. Available on two line display

. Press the button directly below the

M7100N, M7208N, M7310N, M7324N

telephones option on the display to proceed.

Buttons you press on the dialpad to select a particular option.

M7100, M7208, M7310, M7324

Vol u m e C o n trol

Release

√ √

® ® ®

You can enter ≤, ƒ or F

and the code to use a feature. For example, press

-<<< >>>+

≤·°⁄ to access your mailbox.

The T7100 works differently from other telephones on your system because it does not have line buttons. Where other telephones require that you select a line button to answer a call, on the T7100 terminal you pick up the handset. Where other telephones require you to select a line button to take a call off hold, you press ≥ on the T7100 terminal.

On T7100 terminals, you can answer a second call by pressing ≥. Your active call is put on hold and you connect to the waiting call. You can have no more than two active calls at one time.

Call Center Telephone Administration Guide

18 Chapter 2 About Call Center telephone administration

Feature codes

You use Feature Codes to perform Call Center functions on your telephone.

Feature Codes are assigned during installation. This guide shows the default Feature Codes. Call Center can also use custom Feature Codes. If the default Feature Codes are used by another application, your system automatically assigns custom Feature Codes. If your System Administrator has assigned custom Feature Codes, you can use the table “Feature Codes” on page

172 to record the Custom Feature Codes.

To determine the Feature Codes

1 Press ≤·•⁄.

Ready Mode: F9xx

2 The display shows the name and number of the Log In/Log Out

Feature Code. xx represents a number between 00 and 99.

3 Press NEXT

4 The display shows the name and number of the Ready Mode Feature

Code.

5 Press NEXT

6 When the display shows QUIT

7 Press ® to end the session.

to see more Feature Codes.

you have seen all the Feature Codes.

N0025637 01

Chapter 2 About Call Center telephone administration 19

Programming a memory button with a Feature Code

Each Feature Code can be programmed to a memory button. We recommend that you use memory buttons with indicators to program the Feature Codes. A memory button indicator is the triangle next to a memory button.

You can use memory buttons to monitor call activity, and view the Login/Logout and Not Ready status of agents. For information about how the status appears, refer to the Nortel Networks Call

Center Agent Guide.

For information about using programmed memory buttons to monitor call activity, refer to

“Primary and Secondary alert times” on page 25.

To program a memory button

1 Press ≤•‹.

Do not lift your handset.

Program Features

Press a button QUIT

Feature Code: QUIT

F__ QUIT CLEAR

2 The display shows Program Features.

3 Press a memory button with an LCD indicator.

4 Press ≤.

5 Enter the Feature Code number that you want to program.

For example, enter ·‚· to program the Display Waiting Calls Feature Code. See the tables “Feature Codes used by Call Center

agents” on page 21 and “Agent Feature Codes” on page 21 for the

Feature Codes.

Repeat steps 1 through 5 for each Feature Code you want to program.

Programmed

6 The display shows that the button is programmed, and then ends the

session.

Use the paper labels that come with your telephone to identify the programmed button. To use the Feature Code, press the labeled button.

Call Center Telephone Administration Guide

20 Chapter 2 About Call Center telephone administration

Feature Codes used by Call Center Administrators and supervisors

Use this Feature Code To...

Open Mailbox

≤ ·°⁄

Operator Settings

≤ ·°¤

Voicemail DN

≤ ·°ﬁ

Display Waiting Calls Skillset Status

≤ ·‚·

• open skillset mailboxes

• record skillset mailbox greetings

• listen to messages in the skillset mailbox

• set or change the operator extension

• indicate whether the operator is available

• select the day and night service modes for skillsets

• change the password for Operator Settings For more information on using the Operator Feature Code, refer to “Setting the

Service Modes for skillsets” on page 148 and “Resetting the Operator password” on page 167.

• display the skillset mailbox number (Control DN) for each skillset

• display the extension for Message Waiting Indication for the skillset mailbox

• reset the passwords of the Call Center Administrator and the operator For information on the Control DN, refer to “Determining a skillset mailbox

number” on page 56.

For information on resetting the Operator and Call Center Administrator passwords, refer to “Resetting the Call Center Administrator password” on page

32 and “Resetting the Operator password” on page 167.

• view real-time status information about skillsets. You can see how busy your call center is so that you can adjust skillset staffing

• view whether a skillset is enabled or disabled

• view the number of agents logged on to the skillset

• view the number of calls waiting

• view the longest wait time of a call

To provide easy, one-button access to the this feature, program a memory button that has an indicator with ≤ ·‚·. Refer to “Programming a memory button with a Feature Code” on page 19.

Log on/Log off

≤·‚›

Monitor agents

≤·‚ﬁ

Supervisor Help

≤·‚ﬂ

Not Ready

≤·‚°

Note: You can use The Log on/Log off and the Not Ready Feature Codes, but they are used primarily by agents. For information on the Feature Codes used by agents, refer to “Feature

Codes used by Call Center agents” on page 21.

Note: While you use a feature, if you press the Feature ≤ button your present feature session ends. Do not press ≤ unless you want to end your current feature session.

N0025637 01

• log agents off if they forget to log off. For information, refer to “Logging an agent off” on page 111.

• lets you monitor agents

• lets you take agents’ help requests

• extend a Break Time period if agents need time after calls to do paperwork or wrap up tasks. For more information about Break Time properties for a skillset, refer to “Break Time” on page 41.

Chapter 2 About Call Center telephone administration 21

Feature Codes used by Call Center agents

If you have Custom Feature Codes, record them in the table “Feature Codes” on page 172.

Agent Feature Codes

For more information on Agent Feature Codes, refer to the Nortel Networks Call Center Agent Guide. For more information on Feature Codes used by supervisors, refer to the “Feature Codes

used by Call Center Administrators and supervisors” on page 20.

Agents use this Feature Code To...

Open Mailbox

≤ ·°⁄

Log on/Log off Monitor skillsets

≤·‚›

Supervisor Help

≤·‚ﬂ

Activity Codes

≤·‚‡

Not Ready

≤·‚°

• access messages in a skillset mailbox

• log on when they are in the office

• view the status of the skillsets they are logged on to. Agents can program a memory button with the Log on/Log off Feature Code. The status of the calls waiting in the skillset is shown by the flash rate of the indicator. For more information refer to “Primary and Secondary

alert times” on page 25.

• requests help from a supervisor

• start a session where they can enter Activity Codes

• activate or cancel the Not Ready feature on their telephone. If the work resulting from a call requires extra time to complete, an agent can use the Not Ready Feature Code to prevent Call Center from routing another call to them. If an agent makes a telephone call, or if a supervisor is monitoring a call, they first use the Not Ready Feature Code to activate the Not Ready feature. When the agent is ready to receive calls, they use this Feature Code to cancel the Not Ready feature and receive calls again.

• If an agent does not answer a call within a certain number of rings, the call is returned to the skillset and the agent telephone is automatically placed into Auto Busy Mode or Auto Logout Mode. The agent must manually cancel the Auto Busy Mode feature by using the Not Ready Feature Code to continue to receive calls.

Display Waiting Calls

≤ ·‚·

• see, during peak call periods, which skillsets have the most call activity.

Call Center Telephone Administration Guide

22 Chapter 2 About Call Center telephone administration

N0025637 01

Chapter 3 Call Center general properties

To set the Call Center general properties you:

• set the Primary and Secondary alert times

• set the number of Reserved channels

• set the CLID parameter

• set the Supervisor Help request timeout value

• select from which skillsets a supervisor can receive help requests

• configure the lines to be answered by Call Center

• set the line answering status

If you do not have Call Center as your primary application, you must enable the Call Center software authorization code. You can also change the Call Center Administrator password if you lose the password or want to change it.

Enabling the Call Center software authorization code

Log: QUIT RE TR Y O K

Admin MBOX AA OTHR

Options admin: ADD VIEW

SN: xxxxxxxxxxx OK

Key1: RET RY OK

Key2: RET RY OK

Key3: RET RY OK

1 Press ≤·°‹.

Enter the Call Center Administrator mailbox number and password, and then press OK

2 Press ››.

This option does not appear as a display button option.

3 Press ADD

or press VIEW system.

4 The display shows the system identification number.

Press OK

5 Enter the first eight numbers of the Call Center software

authorization code and press OK

6 Enter the second eight numbers of the Call Center software

authorization code and press OK

7 Enter the last eight numbers of the Call Center software

authorization code and press OK

to display the system identification number

to view the options that are enabled on the CallPilot

Call Center ACCEPT QUI T

8 Press ACCEPT

to enable the keycode.

Call Center Telephone Administration Guide

24 Chapter 3 Call Center general properties

Enabled

9 The display shows that the software authorization code is enabled.

10 Press ® to end the session.

N0025637 01

Chapter 3 Call Center general properties 25

Setting Call Center general properties

When you set up Call Center you must assign values for the general properties. The general Call Center properties are:

Primary and Secondary alert times

Alert times are time limits for calls waiting in skillsets. The Secondary alert time must be greater than the Primary alert time. You can have Primary and Secondary alerts for all the calls in the call center, or for just the calls waiting in skillsets that you are logged on to.

If a call exceeds the Primary alert time:

• a memory button indicator programmed with Display Waiting Calls (≤·‚·) flashes slowly. ≤·‚· flashes based on the status of all the calls in the call center.

• a memory button indicator programmed with Agent Login (≤·‚›) flashes slowly. ≤·‚› flashes based on the status of the calls for the skillsets an agent is logged on to.

If a call exceeds the Secondary alert time:

• a memory button indicator programmed with Display Waiting Calls (≤·‚·) flashes quickly. ≤·‚· flashes based on the status of all the calls in the call center.

• a memory button indicator programmed with Agent Login (≤·‚›) flashes quickly. ≤·‚› flashes based on the status of the calls for the skillsets an agent is logged on to.

A slowly flashing indicator alerts you that a call has exceeded the Primary alert time. A quickly flashing indicator alerts you that a call has exceeded the Secondary alert time. The indicator stops flashing when the calls are handled.

You assign alert times in minutes and seconds. There is no default value for alert times.

For how to program a memory button, refer to “Programming a memory button with a Feature

Code” on page 19.

Note: Agents do not have to be logged on to see the Display Waiting Calls memory button flashing. A memory button must be programmed with the Display Waiting Calls Feature Code and the Primary alert time must be set up for the memory button to show waiting calls status.

Call Center Telephone Administration Guide

26 Chapter 3 Call Center general properties

Reserved channels

Reserved channels are voice channels that are reserved for use by Call Center. If you reserve channels for Call Center, you ensure that callers are played skillset announcements, and CallPilot does not use all of the voice channels.

A reserved channel is used when:

• a Call Center greeting plays to a caller

• Off-premise Message Notification notifies you that there is a message in a skillset mailbox

To set Call Center general properties

Log: QUIT RE TR Y O K

Admin MBOX AA OTHR

Admin GL IS T C CR CC

CC Admin AG ENT S KI L L OT HR

CC Admin GRTG PARM

Refresh chans: 1 CHNG N EXT

Pri alert: xx:xx CHNG N EX T

Pri alert mmss: RETRY

1 Press ≤·°‹.

Enter the Call Center Administrator mailbox number and password, and then press OK

2 Press OTHR

3 Press CC

4 Press OTHR

5 Press PARM

6 Press CHNG

if you want to change the number of reserved channels

(from 0 - 6) and press NEXT or press NEXT

7 Press CHNG

to set a Primary Alert time or press NEXT

and go to step 10.

8 Enter the Primary Alert time.

This is a four digit field. Add a zero to any single digit hour or minute.

Pri alert: xx:xx CHNG N EX T

Sec alert: xx:xx CHNG OK

N0025637 01

9 The display shows the Primary Alert time.

Press NEXT

10 Press CHNG

to set a Secondary Alert time or press NEXT

and go to step 13.

Chapter 3 Call Center general properties 27

Sec alert mmss: RETRY

11 Enter the Secondary Alert time.

This is a four digit field. Add a zero to any single digit hour or minute.

Sec alert: xx:xx CHNG OK

CC Admin GRTG PARM

12 The display shows the Secondary Alert time.

Press OK

13 Press ® to end the session.

Setting Caller ID

You can select how you want caller information to be displayed on agent telephones:

• Name and number: displays the caller's name for 3 seconds and then the skillset name. If the caller's name is not available, the caller's number is shown.

• Number only: displays the caller's number for 3 seconds and then the skillset name.

• No Caller ID: displays the skillset name.

Log: QUIT RE TR Y O K

1 Press

≤·°‹.

Enter the Call Center Administrator mailbox number and password, and then press OK

Admin MBOX AA OTHR

Admin GL IS T C CR CC

CC Admin AG ENT S KI L L OT HR

CC Admin GRTG PARM

CLID: No CLID CHNG NEXT

2 Press OTHR

3 Press CC

4 Press OTHR

5 Press PARM

6 Press NEXT

Press NEXT

until this display appears.

to select no CLID or press CHNG

to select Number Only or Name and Number.

7 Press ® to end the session.

Call Center Telephone Administration Guide

28 Chapter 3 Call Center general properties

Setting the Supervisor Help request timeout

The Supervisor Help Request Timeout is when to escalate a request if the chosen supervisor does not answer the help request. You can enter a value between 1 and 60 seconds. The default is 12 seconds.

Log: QUIT RE TR Y O K

Admin MBOX AA OTHR

Admin GL IS T C CR CC

CC Admin AG ENT S KI L L OT HR

CC Admin GRTG PARM

1 Press

≤·°‹.

Enter the Call Center Administrator mailbox number and password, and then press OK

2 Press OTHR

3 Press CC

4 Press OTHR

5 Press PARM

6 Press ® to end the session.

Selecting skillsets supervisors can receive help requests from

The Supervisor Help From setting lets you determine where escalated requests go.

• All skillsets: sends an unanswered help request system-wide to all Call Center supervisors.

• Agent’s skillsets only: sends an unanswered help request to only the supervisors logged on to skillsets that the agent is assigned to.From the Supervisor Help From options select all skillsets or agent’s skillsets only.

Log: QUIT RE TR Y O K

Admin MBOX AA OTHR

Admin GL IS T C CR CC

CC Admin AG ENT S KI L L OT HR

Sup Help: CHNG NEXT

N0025637 01

1 Press

≤·°‹.

Enter the Call Center Administrator mailbox number and password, and then press OK

2 Press OTHR

3 Press CC

4 Press OTHR

5 Press NEXT

Press NEXT

until this display appears. to accept the default value of All Skillsets

or press CHNG

to choose Agent’s skillsets only.

6 Press ® to end the session.

Configuring lines

Before Call Center can answer an incoming line, you must assign the line to be answered by a Call Center skillset. You can configure a maximum of 15 lines for Basic Call Center and 30 for Enhanced. The line numbers can be any line number from 1 to 500.

For each line that you want Call Center to answer, you assign:

• the line to be answered by Call Center

• the skillset that calls on this line go to

• the number of rings before the line is answered

You can record your line answering information in the table “Line answering” on page 179.

You must disable a skillset and wait until there are no calls in the skillset before you can add lines to it. You cannot add lines to a skillset while it is in use. For how to disable a skillset refer to

“Disabling a skillset” on page 48.

Note: Target lines that are assigned to a B2 skillset cannot have their prime extension programmed as the Control DN of the skillset. This is restricted by the software. The recommended setting for these lines is blank.

Chapter 3 Call Center general properties 29

For information on how to program the prime extension, refer to the Norstar System Coordinator Guide.

Lines that are programmed to be answered by Call Center must not be programmed to be answered by another peripheral or application.

To delay calls being answered, you can assign Call Center to answer incoming calls after a specified number of rings. The number of rings ranges from zero to 12. If the number of rings is zero, Call Center answers immediately.

For analog lines equipped with Caller ID, you must set the number of rings to two or more. Caller ID information is not provided until just prior to the second ring, so if you set the number of rings to zero or one, Caller ID information is not relayed.

Long distance charges start when a call is answered by Call Center. To minimize long distance charges, set the ring count higher than 0 so that calls spend more waiting time in a ringing state.

Call Center Telephone Administration Guide

30 Chapter 3 Call Center general properties

To configure lines for Call Center

Log: QUIT RE TR Y O K

Admin MBOX AA OTHR

Auto Atdt Admin GRTG TABLE LINES

Line number: RETRY OK

Lin e: x Ans: No CHNG NEX T

Lin e: x A ns: AA CHNG TABLE NEX T

Line : x Ans: CC CHNG SKILL NEXT

Skill number: RETRY OK

Line : x Skill : 1 CHNG RINGS

1 Press ≤·°‹.

Enter the Call Center Administrator mailbox number and password, and then press OK

2 Press AA

3 Press LINES

4 Enter the line number and press OK

5 Press CHNG

6 Press CHNG

7 Press SKILL

8 Enter the number of the skillset you want to answer the line and

press OK

9 Press RINGS

Line: x Rings: 0

ANS NE XT

CHNG

No of rings: RETRY OK

Line: x Rings: x CHNG ANS NEX T

10 Press CHNG

11 Enter the number of rings and press OK

12 Press

NEXT to configure another line

or press ® to end the session.

N0025637 01

Setting the Answer Lines status

The Answer Lines status determines whether Call Center answers the assigned lines. If the Answer Line status is set to Yes, Call Center answers the lines assigned as Call Center and CallPilot answers the lines assigned as AA. If the Answer Line status is set to No, neither Call Center nor CallPilot answers lines.

To set the Answer Lines status

Chapter 3 Call Center general properties 31

Pswd: RETRY OK

Choose option

MODE

OPER

Atdt avail: x CHNG N EXT

Business open: x CHNG N EXT

Answer lines? N CHNG N EXT

1 Press ≤·°¤.

Enter the Operator password, and then press OK

The default Operator password is ﬂ‡‹‡¤°ﬂ‡ (Operator). To change the Operator password refer to “Resetting the

Operator password” on page 167.

2 Press OPER

3 Press NEXT

4 Press NEXT.

5 Press CHNG

If you set Answer Lines to N the display shows Disabling... If you set Answer Lines to Y the display shows Enabling...

6 Press ® to end the session.

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32 Chapter 3 Call Center general properties

Resetting the Call Center Administrator password

You can reset the Call Center Administrator password by resetting the password to the default password and then creating a new password. You can reset the password to keep the system secure, and to create a new password if you forget the Call Center Administrator password.

If you reset the password, you must log on to the Call Center Administrator mailbox using the default password 0000 and create a new password.

Warning: Change the System Administrator password frequently to minimize the risk of unauthorized activity. If you reset the Call Center Administrator password, log on to the Call Center Administrator mailbox and create a new password immediately to prevent unauthorized access to the system.

Default Call Center Administrator Mailbox number and password combinations

the default Call For a mailbox number length of...

Center

Administrator

Mailbox number is...

and the default Call Center Administrator Mailbox password is...

so the combined mailbox number and password is...

2 12 0000 120000

3 102 0000 1020000

4 1002 0000 10020000

5 10002 0000 100020000

6 100002 0000 1000020000

7 1000002 0000 10000020000

To reset the Call Center Administrator password

Set <xxxx> OK

Pswd: RET RY OK

Reset pswd? YES NO

Exit

1 Press ≤·°ﬁ.

The Voicemail DN appears on your display.

2 Press ·.

3 Enter Resetsmpswd or

‡‹‡‹°‡ﬂ‡‡·‹

and press OK

4 Press YES

or £.

5 This display appears.

N0025637 01

6 Press

≤·°⁄.

Log on by following the voice prompts. Use the default password

0000.

Chapter 3 Call Center general properties 33

Must change pswd

Pswd: RETRY OK

Again: RETRY OK

Password OK

7 This display appears briefly to indicate that you must change your

password.

8 Enter a new password from four to eight digits long that does not

start with zero. Press OK

9 Reenter your new password and press OK

or £.

10 Press ® to end the session.

Call Center Telephone Administration Guide

34 Chapter 3 Call Center general properties

N0025637 01

Chapter 4 Call Center greetings

About Call Center greetings

Call Center greetings encourage callers to stay on the line until an agent is available. You can record greetings in different languages and change them as often as you like. If you use Basic Call Center you can record a maximum of 30 Call Center greetings, or 50 greetings if you use Enhanced Call Center.

You can include information in your greetings such as:

• your hours of service

• a request for callers to have their account number ready

• how to leave a message

• an announcement of a sale

• product lists

• upcoming special events

Types of Call Center greetings

You can record different types of greetings for Call Center. Before you record your greeting, determine what information the greeting includes. When you prepare your greeting, include important times and dates. Keep greetings as short and concise as possible. Use the following examples of greetings as a reference.

General company greeting

Please wait greeting

Information greeting

The general company greeting tells callers they have reached the correct company. It can also include the location and business hours of your company.

“Thank you for calling Bridgestone Computers. We are located at 52 Main Street. Our hours of service are Monday to Friday from 8:00 until 5:00. Please stay on the line and an agent will be with you as soon as possible. Or press

Please wait greetings encourage callers to stay on the line.

“All our agents at Bridgestone Computers are currently busy, but please hold as your call is very important to us.“

An information greeting provides messages and announcements to callers. “

Thank you for calling Bridgestone Computers. This week we have extended our hours until we sell all spring merchandise. We will be open until 9:00 pm Monday through Thursday, and we will be open until midnight on Friday! Please come in and see us at 52 Main Street.”

to leave a message and one of our agents will return your call.”

Call Center Telephone Administration Guide

36 Chapter 4 Call Center greetings

Transfer greeting

Non-business hours greeting

A transfer greeting lets a caller transfer their call.

“Please press 1 to leave a message and one of our agents will return your call. Press 2 to return to the previous choices.”

Your non-business hours greeting will be played after your business is closed:

“

You have reached Bridgestone Computers. Our hours of service are Monday to Friday from 8:00 until 12:00 and 1:00 until 5:00. To leave a message, please press 0. An agent will return your call when we re-open. Thank you for calling.

Recording a Call Center greeting

Before you record a greeting, write the greeting out so that you include everything that you want to say.

We recommend that you record greetings that are a maximum of 20 seconds long. If your greetings are longer than 20 seconds, callers must wait in a skillset a longer time before they hear another greeting.

To record a Call Center greeting

Log: QUIT RE TR Y O K

1 Press ≤·°‹.

Enter the Call Center Administrator mailbox number and password, and then press OK

”

Admin MBOX AA OTHR

Admin GL IS T C CR CC

CC Admin AG ENT S KI L L OT HR

CC Admin GRTG

PARM

CC greeting: RET RY OK

CC greeting: x RET RY PLAY R EC

Record greeting: RETRY OK

Accept greeting? RETRY PLAY OTHR

2 Press OTHR

3 Press CC

4 Press OTHR

5 Press GRTG

6 Enter the number of the greeting you want to record and press OK

7 Lift the handset and press REC

8 Record your greeting using the telephone handset.

Do not use handsfree. When you are finished press OK

9 Press P

LAY to listen to the greeting

or press RETRY

to re-record the greeting.

N0025637 01

Chapter 4 Call Center greetings 37

CC greeting: RETRY OK

10 Enter another greeting number and press OK to record another

greeting or press ® to end the session.

Call Center Telephone Administration Guide

38 Chapter 4 Call Center greetings

N0025637 01

Chapter 5 Setting up skillsets

About skillsets

Call Center skillsets answer and distribute calls to agents as they become available. Skillsets hold calls for different call center departments, such as sales and technical support.

You can have a maximum of 2 skillsets for Basic Call Center or 30 skillsets for Enhanced Call Center.

You cannot change the properties of a skillset while it is enabled. You must disable the skillset. If you want to change the CDN, disable the skillset and wait until there are no calls in the skillset before you change the CDN.

How incoming calls are sent to a skillset

Incoming calls are sent to a skillset in one of the following ways:

• You assign a line to be answered directly by a skillset. For information about configuring lines refer to “Configuring lines” on page 29.

• A receptionist, agent or subscriber receives a call and transfers the call to a skillset. They can transfer the call to a skillset by pressing CDN of the skillset. The receptionist, agent or subscriber must not use the Call Pickup feature.

• The Automated Attendant or a CCR Tree answers the call and the caller makes a selection that routes them to the CDN of the skillset.

• Calls can be forwarded to the Voicemail extension of the skillset by Call Forward All Calls (CFAC), Call Forward No Answer (CFNA) or Call Forward On Busy (CFB). For information about these features, refer to the Norstar System Coordinator Guide.

Note: Agents are restricted in how they can use CFAC, CFNA and CFB. For more information refer to “Important considerations about how agents use features” on page

168.

≤‡‚ or TRANSFER and entering the

Call Center Telephone Administration Guide

40 Chapter 5 Setting up skillsets

Skillset properties

Skillset number

Control DN

Number of the skillset: 1 or 2 for Basic, 1-30 for Enhanced.

The Control Directory Number is the extension associated with the skillset. Incoming calls transfer to the CDN of each skillset from extensions, the Automated Attendant or Custom Call Routing. The CDN is the skillset mailbox number.

When you assign a CDN to a skillset:

• It can be a B1 extension number that is not connected to any telephone or peripheral.

• It can be a B2 extension that is not connected to a B2 application.

• If a telephone or any other device uses the same extension the call center will not answer calls.

• The range of B1 and B2 extensions can be determined by using the Unified Manager. The DNs do not have to be physically equipped with a Media Bay Module.

• The system assigns a skillset mailbox that uses the CDN as its mailbox number. You must initialize the mailbox before you can use the skillset or the mailbox.

• Do not rename a telephone DN to a telephone DN used by Call Center.

• It is possible for i2004 devices to be assigned to the DN used by Call Center. The user does not receive an error message if this happens, even though i2004 devices usually warn a user if there are conflicting telephone DNs. Therefore, it is imperative that the i2004 programming record contains a list of CDNs used by Call Center.

Name

Limitations for B1 and B2 extensions:

• A B1 extension number is the extension number that you dial to call a telephone or peripheral. A B2 extension is a spare extension that exists with every telephone but is generally not used. Some peripherals use a B2.

• Both B1 and B2 extensions can answer external calls.

• Both B1 and B2 extensions can have external calls transferred to them by a third person.

• B1 extensions allow a set to be CFB or CFNA to them. B2 extensions do not support CFB or CFNA. Therefore a skillset that uses a B2 CDN cannot have calls forwarded to it from telephone programming.

• B2 CDNs cannot be used as a prime set for target lines.

• Since assigning CDNs does not require additional hardware, we recommend using B1 CDNs over B2 CDNs. B1 CDNs have better functionality than B2 CDNs.

The skillset name is displayed:

• on Call Center displays to identify the skillset

• in reports

• as the skillset mailbox name

The skillset name can be a maximum of 16 characters. If you do not enter a name, the skillset name defaults to The name for each skillset is the same as the skillset mailbox name.

SKILLx

where x is the skillset number.

N0025637 01

Chapter 5 Setting up skillsets 41

MWI ext (Message Waiting Indication extension)

Method of Call Distribution

Break Time

Delay Answer

The Message Waiting Indication extension is an optional telephone number that indicates that a skillset mailbox has messages waiting. The MWI extension that you assign shows when there are new messages in the skillset mailbox. The MWI DN defaults to None. If you forget the MWI extensions for a skillset mailbox, you can view the MWI extensions by using the procedure “Determining a skillset

mailbox number” on page 56.

The method of call distribution determines to which of several available agents to route the call. There are two methods of call distribution: Longest Idle and Preferred. Longest Idle routes the call to the agent who has been available the longest. Preferred routes the call to the agent with the highest priority (best qualified agent is 1). If there are several agents with the highest priority, the agent available longest with that priority is selected. The default method of call distribution is Longest Idle.

Break Time is a time period for agents to complete paperwork after they finish a call. After an agent completes a call, they are taken out of the skillset for the Break Time. The agent can extend or cancel the Break Time by using the Not Ready Feature Code. For more information, refer to “Not

Ready” on page 20. The Break Time period can last from zero to 59

minutes, 59 seconds. The Break Time defaults to 30 seconds. You can change the Break Time period to zero if an agent does not need a Break Time.

Delay Answer is a toll-saving feature that prevents Call Center from answering calls and playing greetings when there are no agents available. When a call comes in on a line belonging to a skillset that has no free agents, the call is not answered until either the Delay Answer time elapses or an agent becomes available, whichever happens first. During the Delay Answer time, the waiting callers hear ringback.

To activate the Delay Answer feature, enter a time for Delay Answer. The Delay Answer time can be a minimum of zero seconds and a maximum of 10 minutes. The default Delay Answer time is 00:00.

Message for you

on the telephone display

Attendant extension

Language preference

Activity Codes Activity Code entry types are Prompted and Optional. If you select

The attendant extension is the extension used if a caller presses the Operator key during a greeting step, a transfer step, or while listening to a mailbox greeting. The attendant extension is optional. If you do not assign an attendant extension, the call is sent to the system attendant extension.

Language preference can be either Primary or Alternate. The language preference is the language choice used for prompting callers who transfer to the Automated Attendant or CCR. You can choose a language preference only if your system is configured as bilingual.

Prompted, the agent is prompted to enter Activity Codes on their telephone. If you select Optional, an Activity Code session is not automatically displayed on the agentís telephone, but they can press F907 and enter Activity Codes.

Optional is the default. If you do not have Call Center Reporting enabled on your system, this setting does not appear.

Call Center Telephone Administration Guide

42 Chapter 5 Setting up skillsets

Expected Wait Time

Service Mode

Note: Although you can set Activity Code and Expected Wait Time parameters though

≤·°‹, you must use CallPilot Manager to create Activity Codes and Expected Wait Time tables. For more information, refer to the Call Center Set Up and Operation Guide or CallPilot Manager online help.

Expected Wait Time parameters are:

EWT sample: How many previous calls are used to calculate EWT. You can enter a number between 2 and 256 calls.

EWT Increase Allowed: Enabled by default, which means that EWT is recalculated if it increases, and the appropriate EWT greeting is played. If not enabled, callers do not hear recalculated expected wait times if the wait time increases. Whether enabled or not, callers hear the appropriate EWT greeting if the wait time decreases.

Initial Call Duration: The Initial Call Duration is used to compute expected wait time until sufficient call statistics are obtained. The average call duration is updated whenever a call is released from an agent. This can be a value between 00:01:00 and 24:00:00. The default is 00:03:00.

The service modes are: Auto, Day, Night, 24 Hour. The default is 24 hour operation. For more information about Service Mode see “Setting the Service Modes

for skillsets” on page 148.

N0025637 01

Setting up a skillset

You can record skillset properties in the table “Call Center skillsets” on page 174.

To set up a skillset

Chapter 5 Setting up skillsets 43

Log: QUIT RE TR Y O K

Admin MBOX AA OTHR

Admin GLI ST C CR CC

CC Admin AG ENT S KI L L OT HR

Skillset: RET RY QUIT OK

Status: uninit SETUP QUIT

SKILLx CHNG N EXT

1 Press ≤·°‹.

Enter the Call Center Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press CC

4 Press SKILL

5 Enter the number of the skillset you want to set up and press OK

6 Press SETUP

7 Press CHNG

to assign a name to the skillset or press NEXT

if you do not want to assign a name to the skillset and go to step 10. If you do not enter a skillset name the skillset name defaults to SKILLx, where x is the skillset number, as shown here.

Skillset name: RET RY BKSP OK

xxxx CHNG N EX T

CDN: RETRY OK

CDN: xx CHNG N EX T

MWI ext: xx CHNG N EX T

Ext: RETRY OK

8 Enter the skillset name and press OK

. For how to enter characters

on the dialpad refer to “Using the dialpad” on page 16.

9 The skillset name is displayed.

Press NEXT

10 Enter the CDN of the skillset and press OK

11 Press NEXT

12 If you want to assign an MWI extension, press CHNG

or if you do not want to assign an MWI extension, press NEXT

and go

to step 15.

13 Enter the extension of the telephone you want to use for MWI and

press OK

Call Center Telephone Administration Guide

44 Chapter 5 Setting up skillsets

MWI ext: xx CHNG N EXT

Method: Least busy CHNG N EX T

Break: 00:30 CHNG N EXT

Break mmss: RETRY OK

Break: xx:xx CHNG N EXT

Delay ans: 00:00 CHNG N EXT

Delay ans mmss: RETRY OK

14 Press NEXT.

15 Press CHNG

to change the method of call distribution to Preferred (Prefer) and press NEXT or press NEXT

16 Press CHNG

to accept the default of Longest idle (Least busy).

if you want to change the default Break time or press NEXT

17 Enter the Break time and press OK

to accept the default time 00:30 and go to step 19.

. This is a four digit field. Add a zero to any single digit hour or minute.

18 Press NEXT

19 Press CHNG

to set up a Delay Answer time or press NEXT

20 Enter a Delay Answer time and press OK

and go to step 22.

. This is a four digit field. Add a zero to any single digit hour or minute.

Delay ans: xx:xx CHNG N EXT

Atdt: (none) CHNG N EXT

Ext: RET RY QUIT

Atdt: xx CHNG N EXT

Prompt lang: pri CHNG N EX T

21 Press NEXT

22 Press CHNG

to assign an attendant to the skillset or press NEXT

and go to step 25.

23 Enter the extension number of the attendant set.

24 Press NEXT

25 Press CHNG

to use the alternate language prompts and press NEXT or press NEXT

to use the primary language prompts.

N0025637 01

Chapter 5 Setting up skillsets 45

AC Entry: OPT OPT PRMPT NEXT

EWT sample: 10 CHNG NEXT

EWT allow incr: Y CHNG NEXT

EWT ICD: 00:03:00 CHNG NEXT

26 Press NEXT if your Call Center does not use Activity Codes and go

to step 27 or if your Call Center uses Activity Codes, select the Activity Code entry type: OPT

for Optional, PRMPT for Prompted and press NEXT. This prompt appears only if you have Call Center Reporting enabled on your system.

NOTE: Although you can set this Activity Code parameter by telephone, you must use CallPilot Manager to create Activity Codes. For more information, refer to the Call Center Set Up and Operation Guide or CallPilot Manager online help.

27 If you use Expected Wait Time, enter how many calls you want to

use to calculate ETW. The range is 2-256 calls. The default is 10.

If you do not use Expected Wait Time, go so step 30.

28 If you use Expected Wait Time, select whether you want EWT to

be recalculated if it increases, and the appropriate EWT greeting to be played. The default is Y.

29 If you use Expected Wait Time, enter the Initial Call Duration. This

can be a value between 00:01:00 and 24:00:00, and is used to compute expected wait time until sufficient statistics are obtained The default of 3 minutes is shown. Press CHNG

if you want to change the default or press NEXT

to accept the default time and go to step 30.

Mo: 24 hour CHNG N EX T

Day start: hhmm RETRY OK

Day hhmm: xxxx RET RY AM PM

Night start: hhmm RET RY OK

Night hhmm: xxxx RET RY AM PM

30 Press CHNG

to change the service mode for Monday or press NEXT

31 Enter the Day Routing Table start time and press OK

. This is a four digit field. Add a zero to any single digit hour or minute.

32 Press AM

or PM.

33 Enter the Night Routing Table start time and press OK

This is a four digit field. Add a zero to any single digit hour or minute.

34 Press AM

or PM.

Call Center Telephone Administration Guide

46 Chapter 5 Setting up skillsets

Mo: xxxxa-xxxxp CHNG 24 HR N EX T

Tu: 24 hour CHNG N EX T

35 The start times for the Day and Night Routing Tables for Monday

are shown. Press NEXT

36 Repeat steps 28 through 33 to set up the Day and Night Routing

Tables for the rest of the week.

37 Press ® to end the session

or repeat steps 4 through 36 to set up another skillset.

N0025637 01

Enabling a skillset

After you set up a skillset, calls will not be answered until you enable it. If you disable a skillset, no new calls are accepted in the skillset. Calls that are in the skillset are distributed until the calls are ended.

Before you can enable a skillset you must:

• set up the skillset using the procedure “To set up a skillset” on page 43

• initialize and record a greeting for the skillset mailbox using the procedure “Initializing a

skillset mailbox” on page 58

• set up the Day and Night Routing Tables using the procedures in Chapter 10, “Routing table

administration,” on page 127.

To enable a skillset

Chapter 5 Setting up skillsets 47

Log: QUIT RE TR Y O K

Admin MBOX AA OTHR

Admin GLI ST C CR CC

CC Admin AG ENT S KI L L OT HR

Skillset: RET RY QUIT OK

Status: Disabled CHNG NEX T

Status: Enabled CHNG N EXT

Skill mbox pswd RESET NEXT

1 Press ≤·°‹.

Enter the Call Center Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press CC

4 Press SKILL

5 Enter the number of the skillset you want to enable and press OK

6 Press CHNG

to change the status from disabled to enabled.

7 The display shows that the skillset is enabled.

8 Press RESET

to reset the password for the skillset mailbox or press NEXT

to continue.

9 Press ® to end the session.

Call Center Telephone Administration Guide

48 Chapter 5 Setting up skillsets

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 are distributed until the calls are ended.

To disable a skillset

Log: QUIT RE TR Y O K

Admin MBOX AA OTHR

Admin GLI ST C CR CC

CC Admin AG ENT S KI L L OT HR

Skillset: RET RY QUIT OK

Status: Enabled CHNG NEX T

Status: Disabled CHNG NEX T

1 Press ≤·°‹.

Enter the Call Center Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press CC

4 Press SKILL

5 Enter the number of the skillset you want to disable and press OK

6 Press CHNG

to change the status from enabled to disabled.

7 The display shows that the skillset is disabled.

8 Press ® to end the session.

N0025637 01

Changing skillset properties

To change a skillset

Chapter 5 Setting up skillsets 49

Log: QUI T RETRY OK

Admin MBOX AA OTHR

Admin GL IS T C CR CC

CC Admin AGE NT SKILL

Skillset: RET RY QUIT OK

Status: xxxxxxx CHNG N EXT

Skillset Admin PARM AGENT ROUTE

<xxxxxxxxx> CHNG N EXT

OTH R

1 Press ≤·°‹.

Enter the Call Center Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press CC

4 Press SKILL

5 Enter the number of the skillset you want to change and press OK

6 The display shows whether the skillset is enabled or disabled.

You must disable the skillset before you make changes to it. To disable the skillset Press CHNG

7 Press PARM

8 Press CHNG

if you want to change the name of the skillset

and press NEXT to continue.

or press NEXT

and go to step 11.

Skillset name: RET RY BKSP OK

<xxxxxxxxx> CHNG N EXT

CDN: <xxx> CHNG N EX T

CDN: RETRY OK

CDN: <xxx> CHNG N EXT

9 Enter the new skillset name and press OK

. For how to enter characters on the dialpad, refer to “Using the

dialpad” on page 16.

10 Press NEXT

11 The skillset’s CDN is displayed.

Press CHNG

to change the CDN or press NEXT

12 Enter the CDN and press OK

13 Press NEXT

and go to step 14.

Call Center Telephone Administration Guide

50 Chapter 5 Setting up skillsets

MWI ext: <none> CHNG N EXT

Ext: RETRY OK

MWI ext: <xxx> CHNG N EXT

Method: xxxx CHNG N EXT

Break: xx:xx CHNG N EXT

Break: mmss: RETRY OK

Delay ans: xx:xx CHNG N EX T

14 Press CHNG to assign or change an MWI ext

or press NEXT

15 Enter the extension for MWI and press OK

16 Press NEXT

17 Press CHNG

to accept the default of no MWI and go to step 17.

to change the method of call distribution or press NEXT

18 Press CHNG

to change the Break time or press NEXT

19 Enter the Break time and press OK

and go to step 21.

. This is a four digit field. Add a zero to any single digit hour or minute.

20 Press CHNG

to change the Delay Answer time or press NEXT

and go to step 24.

Delay ans mmss: RET RY OK

Delay ans: xx:xx CHNG N EX T

Atdt: (xxxx) CHNG N EX T

Ext: RET RY QUIT

Atdt: xx CHNG N EX T

Prompt lang: xxx CHNG N EX T

21 Enter the Delay answer time and press OK

. This is a four digit field. Add a zero to any single digit hour or minute.

22 Press NEXT

23 The display shows whether the skillset has an attendant extension

assigned. Press CHNG

to change the attendant extension or press NEXT

and go to step 27.

24 Enter the attendant extension.

25 Press NEXT

26 Press CHNG

to change the prompt language or press NEXT

N0025637 01

Chapter 5 Setting up skillsets 51

AC Entry: OPT OPT PRMPT NEXT

EWT sample: 10 CHNG NEXT

EWT allow incr: Y CHNG NEXT

27 Press NEXT if your Call Center does not use Activity Codes or if

you do not want to change the Activity Code entry type and go to step 28 or if your Call Center uses Activity Codes, select the Activity Code entry type: OPT

for Optional, PRMPT for Prompted and press NEXT. This prompt appears only if you have Call Center Reporting enabled on your system.

28 If you use Expected Wait Time, enter how many calls you want to

use to calculate ETW. The range is 2-256 calls. The default is 10.

If you do not use Expected Wait Time, go so step 31.

29 If you use Expected Wait Time, select whether you want EWT to

be recalculated if it increases, and the appropriate EWT greeting to be played. The default is Y. If you do not want to change this setting

EWT ICD: hh:mm:ss CHNG NEXT

Mo: 24 hour CHNG N EXT

Day start: hhmm RETRY OK

Day hhmm: xxxx RET RY AM PM

Night start: hhmm RETRY OK

Night hhmm: xxxx RET RY AM PM

30 If you use Expected Wait Time, enter the Initial Call Duration. This

can be a value between 00:01:00 and 24:00:00, and is used to compute expected wait time until sufficient statistics are obtained.

31 The display shows the Monday Routing Table method.

In this example the Routing Table is in 24 hour mode. Press CHNG

to change the Routing Table method or press NEXT

32 Enter the Day Routing Table start time and press OK

and go to step 33.

. This is a four digit field. Add a zero to any single digit hour or minute.

33 Press AM

34 Enter the Night Routing Table start time and press OK

or PM.

. This is a four digit field. Add a zero to any single digit hour or minute.

35 Press AM

or PM.

Call Center Telephone Administration Guide

52 Chapter 5 Setting up skillsets

Mo: xxxxa-xxxxp CHNG 24 HR N EX T

Tu: xxxxa-xxxxp CHNG 24 HR N EX T

Mo: 24 hour CHNG N EXT

36 The display shows the Monday Routing Table start times.

Press CHNG

to change the start times and follow steps 31 through 34 or press 24HR

to use 24 hour service for Monday or press NEXT

to continue.

37 The display shows the Tuesday Routing Table method.

In this example the Routing Table has Day and Night Routing Table start times programmed.

38 Press CHNG

to change Day or Night Routing Table start times or press 24HR

to use 24 Hour mode for Tuesday or press NEXT

to continue.

39 The display shows the Wednesday Routing Table method.

Continue to change the Routing Tables start times for each day of the week.

40 Press ® to end the session.

N0025637 01

Unconfiguring a skillset

If you unconfigure a skillset, you erase the programming for the skillset. You can then reprogram the skillset.

When you unconfigure a skillset, the system:

• erases the skillset Routing Table

• unassigns the skillset agents

• erases the skillset mailbox and all the messages in it

• makes the CDN available so it can be used by another skillset or device

To unconfigure a skillset you must:

1 First disable the skillset and wait until all the calls are distributed. See “Disabling a skillset” on

page 48.

2 Unassign the lines assigned to the skillset. See “To configure lines for Call Center” on page 30.

3 Follow the procedure below to unconfigure the skillset.

Chapter 5 Setting up skillsets 53

Log: QUI T RETRY OK

Admin MBOX AA OTHR

Admin GL IS T C CR CC

CC Admin AGE NT SKILL O THR

Skillset: RET RY QUIT OK

Status: xxxxxxx CHNG N EXT

Skill mbox pswd RESET NEXT

Skillset Admin PARM AGENT OTHR

Skillset Admin ROUTE OVFLW UNCF

1 Press ≤·°‹.

Enter the Call Center Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press CC

4 Press SKILL

5 Enter the number of the skillset you want to change and press OK

6 The display shows whether the skillset is enabled or disabled.

You must disable the skillset before you make changes to it. To disable the skillset Press CHNG and press NEXT to continue.

7 Press NEXT

8 Press OTHR

9 Press UNCF

to continue.

Unconfigure? YES NO

10 Press YES

to unconfigure the skillset.

Call Center Telephone Administration Guide

54 Chapter 5 Setting up skillsets

Skillset Unconfigured

CC Admin AGE NT SKILL O THR

11 This display appears momentarily.

12 Press ® to end the session.

N0025637 01

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:

• use the primary prompt language

• maximum message time is 15 minutes

• maximum message length is three minutes

• maximum message retention is 30 days

• maximum greeting length of one minute

• Off-premise message notification enabled with a retry interval of five minutes and three attempts

• Outbound Transfer is enabled

• maximum number of incorrect password attempts is nine

• password expires in 90 days

• Networking is enabled if you have the Message Networking option enabled

• Personal Target Attendant is enabled

• Record Call is not enabled

• prompt language is Primary

• user interface is Norstar Voice Mail

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. Refer to “Initializing a skillset mailbox” on page 58.

• Record the skillset mailbox greetings. Refer to “Recording skillset mailbox greetings” on page

63.

You can use the table “Skillset mailboxes” on page 177 to record the skillset mailboxes you set up.

Call Center Telephone Administration Guide

56 Chapter 6 Setting up skillset mailboxes

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 58.

To determine a skillset’s mailbox number and Message Waiting Indication telephone

1 Press

Set xxxx NEXT

CDN 1: xx GOTO SKILL NEXT

Ext 1: xx GOT O S KILL NEXT

While you use ≤·°ﬁ you can:

2 Press NEXT

3 The skillset mailbox number for skillset 1 is displayed.

4 The Message Waiting Indication (MWI) extension is displayed.

5 Press NEXT

6 Press ® to end the session.

≤·°ﬁ.

If None appears the skillset is not configured. Press NEXT

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.

for the next skillset or press GOTO

to continue.

to view the skillset mailbox number and MWI extension

to view another skillset and enter the skillset number.

•press ⁄ for GOTO to enter the number of the skillset you want to monitor

•press ¤ for SKILL to monitor the next enabled skillset

•press ‹ or ﬂ for NEXT

•press › for PREV to go to previous menu

•press £ to go to the next menu

•press • to cancel the session

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Chapter 6 Setting up skillset mailboxes 57

Checking which telephone mailbox interface you use

CallPilot supports two interfaces: Norstar Voice Mail and CallPilot. The Call Center Administrator determines which interface is assigned to the mailbox.

For how to change your mailbox interface refer to:

• the CallPilot Manager Set Up and Operation Guide for how to change your interface using CallPilot Manager

• the CallPilot Telephone Administration Guide for how to change your interface using a telephone

Follow the procedures that apply to the interface you use. Some procedures apply to both interfaces.

0 new 0 saved PLAY RE C ADMIN

No messages COMP MB OX EXIT

1. Press

2. Check the display to see which interface you use:

3. Press ® to end the session.

≤·°⁄.

Follow the voice prompts or the display button options to open

your mailbox.

This is the Norstar Voice Mail interface.

This is the CallPilot interface.

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58 Chapter 6 Setting up skillset mailboxes

Initializing a skillset mailbox

You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in it, and before you can enable its skillset.

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

1 Press ≤·°⁄.

2 Log on by following the voice prompts.

Use the skillset mailbox number and ‚‚‚‚, the default password.

Must change pswd

Pswd: RETRY OK

Again: RETRY OK

Record name: RETRY OK

Accept name? RET RY PLA Y O K

3 This display appears briefly to indicate that you must change the

password.

4 Enter a new skillset mailbox password from four to eight digits long

that does not start with zero. Press OK

5 Reenter the skillset mailbox password and press OK

or £.

6 At 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

7 Press OK

or £ to end the recording.

or £ to accept the recording

or press PLAY

or ⁄ to listen to the recording

or press RETRY

or ¤ to re-record your name.

8 The 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.

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9 Press ® to end the session.

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

1. Press ≤·°⁄.

Chapter 6 Setting up skillset mailboxes 59

Pswd: OTH R RETRY OK

1 new 1 saved PLAY REC ADMIN

2. Enter the skillset mailbox password and press OK

if you are at another extension, or if you are using a Guest

mailbox, press OTHR

this prompt appears, enter the skillset mailbox number and

password.

3. After you open the skillset mailbox, the telephone display shows

how many new and saved messages are in the mailbox.

To open a skillset mailbox - CallPilot

Mbox: RET RY OK

1. Press

2. Press £

≤·°⁄.

if you are at another extension, enter the skillset mailbox number

and then press OK

or £.

or £

or • to display the Log: prompt. When

Pswd: RET RY OK

3. Enter the skillset mailbox password and press OK

Call Center Telephone Administration Guide

or £.

60 Chapter 6 Setting up skillset mailboxes

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, enter the digits and you automatically transfer to the skillset mailbox

• Call an Operator, receptionist or subscriber and ask them to transfer you to the skillset mailbox number using ≤·°ﬂ.

• 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.

1 Call a telephone line that is answered by the Automated Attendant.

2 Press •• during the Automated Attendant Menu prompt.

If you are in Europe or Australia press °°.

3 Enter the skillset mailbox number and password, and then press £.

4 Follow the voice prompts.

1 Call your extension number.

2 Press •• during your personal greeting.

If you are in Europe or Australia press °°.

3 Enter the skillset mailbox number and password, and then press £.

4 Follow the voice prompts.

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Skillset mailbox password

To decrease the chances of unauthorized access to a skillset mailbox, change its password regularly, we suggest 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

1 Press ≤·°⁄.

Follow the voice prompts or the display buttons to open the skillset mailbox.

Chapter 6 Setting up skillset mailboxes 61

Pswd: RETRY OK

Again: RETRY OK

Password OK

2 The skillset mailbox name appears briefly and the recorded name

plays.

3 If 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

•Press PSWD

• Go to step 4

4 Enter your new mailbox password and press OK

5 Re-enter your new mailbox password and press OK

6 This display appears briefly.

7 Press ® to end the session.

or °

or ›

or £.

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62 Chapter 6 Setting up skillset mailboxes

Resetting a skillset mailbox password

You must disable the skillset before you reset the password.

Note: Reset a password 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 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.

To reset a skillset mailbox password

Log: QUI T RETRY OK

Admin MBOX AA OTHR

Admin GL IS T C CR CC

CC Admin AGE NT SKILL O THR

Skillset: RET RY QUIT OK

Status: xxxxxxx CHNG N EXT

Skillset Admin PARM

AGENT ROUTE

<xxxxxxxxx> CHNG N EXT

1 Press ≤·°‹.

Enter the Call Center Administrator Mailbox number and password, and then press OK

2 Press OTHR

3 Press CC

4 Press SKILL

5 Enter the number of the skillset whose mailbox password you want

to reset and press OK

6 The display shows whether the skillset is enabled or disabled.

Press NEXT

if the skillset is disabled or press CHNG

7 Press PARM

and then press next if the skillset is enabled.

8 The display shows the name of the skillset mailbox.

Press NEXT

CDN: <xxx> CHNG N EX T

MWI ext: <none> CHNG N EXT

Password RESET

Password reset

N0025637 01

9 The display shows the CDN of the skillset mailbox.

Press NEXT

10 Press NEXT

11 Press RESET

to reset the password for the skillset mailbox.

The password is reset to 0000.

12 This display appears briefly.

13 Press ® to end the session.

Chapter 6 Setting up skillset mailboxes 63

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, telephone 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, telephone number and a brief message. One of our agents will return your call when we re-open on December 27. Thank you.”

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64 Chapter 6 Setting up skillset mailboxes

To record a Primary or Alternate skillset mailbox greeting

1 Press ≤·°⁄.

Follow the voice prompts or the display button options to open the skillset mailbox.

Greeting options

CHO OSE CFWD

REC

Greeting: PRI ME ALT PERS

Not recorded

2 The skillset mailbox name appears briefly.

3 If 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

•Press GREET

or ° or ¤

• Go to step 4

4 Press REC

5 Press PRIME

or ⁄.

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.

6 If this is the first time you are recording a greeting, this display

appears briefly.

Record new? YES

Record greeting: RETRY OK

Accept greeting? RET RY PLA Y O K

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NO QUIT

7 Press YES

8 Press OK

9 Press OK

or ⁄ and record your greeting at the tone.

or £ to end the recording.

or £ to accept the recording

or press PLAY

or ⁄ to listen to the greeting

or press RETRY

or ¤ to rerecord the greeting.

10 Press ® to end the session.

Chapter 6 Setting up skillset mailboxes 65

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

1 Press ≤·°⁄.

Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.

Greeting options REC CHO OSE CFWD

Use greeting: PRI ME ALT QUIT

2 The skillset mailbox name appears briefly.

3 If 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

•Press GREET

or ° or ¤

• Go to step 4

4 Press CHOOSE

5 Press PRIME

or ¤ to select a greeting.

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.

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66 Chapter 6 Setting up skillset mailboxes

Accept msgs:Y CHNG OK

6 If 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.

7 Press ® to end the session.

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Chapter 6 Setting up skillset mailboxes 67

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

Greeting options REC CHO O SE C FWD

Greeting: PRI ME AL T PERS

Greeting: RET RY OK

1 Press ≤·°⁄.

Follow the voice prompts or the display button options on your telephone, to open the skillset mailbox.

2 The skillset mailbox name appears briefly.

3 If 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

•Press GREET

or ° or ¤

• Go to step 4

4 Press REC

5 Press PERS

or ⁄.

or ‹ to record a Personalized greeting.

6 Enter a Personalized greeting number of 1, 2 or 3.

Ph: CHNG

7 Press CHNG

or ⁄.

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68 Chapter 6 Setting up skillset mailboxes

Ph: <xxxxxxxxxx> RETRY OK

Record greeting: RETRY OK

Accept greeting? RETRY PLAY OK

8 Enter the telephone number (maximum 10 digits) that you are

assigning the Personalized mailbox greeting to. Press

OK or £ to accept the telephone number.

9 Lift your handset.

At the tone, record your greeting. Press OK

10 Press OK

or £ to end the recording.

or £ to accept the greeting,

or press PLAY

or⁄ to listen to the greeting

or press RETRY

or ¤ to re-record the greeting.

11 Press ® to end the session.

Deleting a Personalized mailbox greeting

If you no longer need a Personalized mailbox greeting, you can delete it.

1 Press

≤·°⁄.

Follow the voice prompts or the display button options on your telephone, to open the skillset mailbox.

Greeting options REC CHOOSE CFWD

Greeting: PRI ME ALT PERS

Greeting: RETRY OK

Ph: XXXXXXX CHNG DEL

O K

2 The skillset mailbox name appears briefly.

3 If 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

•Press GREET

or ° or ¤

•Go to step 4

4 Press REC

5 Press PERS

or ⁄.

or ‹ to choose a Personalized mailbox greeting.

6 Enter the Personalized greeting number that you want to delete.

7 Press DEL

or ¤ to delete the greeting.

8 Press ® to end the session.

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Chapter 6 Setting up skillset mailboxes 69

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.

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70 Chapter 6 Setting up skillset mailboxes

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 70

• “To play skillset mailbox messages - CallPilot” on page 72

To play skillset mailbox messages - Norstar Voice Mail

Use this procedure if you use the Norstar Voice Mail interface.

1 Press

≤·°⁄.

Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.

2 new 0 saved

REC ADMIN

PLAY

2 Press PLAY

or ¤ to listen to your messages.

For other options, refer to the table “Playing skillset mailbox

messages - Norstar Voice Mail” on page 70.

3 Press ® to end the session.

The table “Playing skillset mailbox messages - Norstar Voice Mail” shows the message options available to you during and after playing messages.

Playing skillset mailbox messages - Norstar Voice Mail

Option Button Available

while playing

Back up

⁄

✔

Available after playing

Description

Rewinds the message three seconds and resumes playing it.

< <<

Copy

ﬁ

✔✔

Sends a copy of the message to one or more mailboxes. If you record an introduction, it must be longer than three seconds.

COPY

End of Message

Envelope

Erase

‹‹

or > >> > >>

‡

ERASE

✔

✔✔

Goes to the end of the message.

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.

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 71.)

N0025637 01

Playing skillset mailbox messages - Norstar Voice Mail

Chapter 6 Setting up skillset mailboxes 71

Option Button Available

while playing

Forward

‹

or > >>

ﬂ

Available after playing

✔

✔✔

££

Pause/ Continue

✔

STOP/ PLAY

Quit

Replay

›

•

⁄⁄

or < << < <<

⁄

✔✔

✔

Description

Advances the message three seconds and continues playing from that point.

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.

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.

Stops playing the current message and plays the previous message.

Stops playing the message and plays the Mailbox main menu options.

Replays the message from the beginning.

Replays the last message.

Save Message

Vol ume Control

‡‡

SAVE

•

✔✔

✔

Replies to a message. (Refer to Note 3 on page 72) The reply can be either:

- a message to an internal sender’s mailbox

- a telephone call to an internal or external party (Refer to Note 4 on page 72.)

Saves the message being played. (If you do not delete a message, it is automatically saved). This option is not shown on the display unless you erase a message. If you erase a message and play the message again, you can

SAVE on a two line display telephone. (Refer to

press Note 2 on page 71.)

Adjusts the volume of the message that is playing. The volume increases each time you press presses, the volume returns to the lowest level.

•. After four

Notes:

1 Because 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.

2 You 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 73”.

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72 Chapter 6 Setting up skillset mailboxes

3 Applies only if the Reply feature is enabled.

4 You 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 “Using

the Reply feature to reply to an external caller” on page 76.

To play skillset mailbox messages - CallPilot

Use this procedure if you use the CallPilot interface.

1 Press

≤·°⁄.

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.

No messages COMP MB OX EXIT

2 You 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”.

3 Press ® to end the session.

The table “Playing skillset mailbox messages - CallPilot” shows the message options that are available to you during and after playing messages.

Playing skillset mailbox messages - CallPilot

Available during and after

Option Button

playing Description

Skip Back

Skip Forward

Previous Message

Next Message

Call Sender

Help

N0025637 01

⁄

‹

›

ﬂ

• ✔

‡⁄ ✔

Rewinds the message five seconds and resumes playing it at that point.

Advances the message five seconds and continues playing from that point.

Stops playing the current message and plays the previous 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.

Places a call to the sender of a message.

Offers a Help menu.

Replies to a message.

Playing skillset mailbox messages - CallPilot

Available during and after

Option Button

playing Description

Chapter 6 Setting up skillset mailboxes 73

Envelope

Forward Message

Reply All

Delete

‡¤ ✔

‡‹ ✔

‡› ✔

‡ﬂ ✔

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.

Forwards the message to one or more mailboxes. You can record an introduction to the forwarded message.

Replies to a message and all recipients of the message. (Refer to Note 3 on page 72.)

Deletes the current message. Deleted messages remain in the skillset mailbox until the session ends. (Refer to Notes1 and 2 on

page 71.)

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 ‡ﬂ 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.

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74 Chapter 6 Setting up skillset mailboxes

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 74

• “To reply to an internal caller - CallPilot” on page 75

Replying to an internal caller

If you use and you want to use

Norstar Voice Mail reply to the caller’s

extension

leave a message in the caller’s mailbox

CallPilot reply to the caller’s

extension

leave a message in the caller’s mailbox

CALL to transfer to the internal caller’s extension.

MSG to record and send a reply to the internal caller’s

mailbox.

Call Sender · to transfer to the internal caller’s

extension.

Reply ‡⁄ to record and send a reply to the

internal caller’s mailbox.

To reply to an internal caller - Norstar Voice Mail

1 Press ≤·°⁄.

Follow the voice prompts or the display button options to open the skillset mailbox.

1 new 0 saved PLAY RE C ADMIN

End of message REPLY ER ASE NEX T

2 Press PLAY

or¤.

3 After you listen to the message, press REPLY

or ·.

Reply to msg MSG CA LL QU IT

N0025637 01

4 Press CALL

or press MSG

or ¤ to call the caller

or ⁄ to record and send a reply.

Chapter 6 Setting up skillset mailboxes 75

To reply to an internal caller - CallPilot

1 Press ≤·°⁄.

Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.

2 A mailbox summary is announced.

While you are in your message list, you can play any message.

3 Press ¤ to play the current message.

4 Press · to call the caller

or press ‡⁄ to record and send a reply.

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76 Chapter 6 Setting up skillset mailboxes

Using the Reply feature to reply to an external caller

You can reply to an external caller using the Reply feature if your company subscribes to a Caller ID service and the skillset mailbox has an outdial method assigned to it. For how to assign an outdial method to a skillset mailbox refer to “Assigning an outdial method to a skillset mailbox” on

page 78. Before you use the Reply feature you must play the message.

To reply to an external caller - Norstar Voice Mail

1 Press ≤·°⁄.

Follow the voice prompts or the display button options to open the skillset mailbox.

1 new 0 saved PLAY RE C ADMIN

End of message REPLY ER ASE NEX T

2 Press PLAY

3 After you listen to the message, press REPLY

CallPilot dials the external number directly.

or ¤.

To reply to an external caller - CallPilot

1 Press

2 A mailbox summary is announced.

3 Press ¤ to play the current message.

4 Press · to call the caller.

≤·°⁄.

Follow the voice prompts or the display button options to open the skillset mailbox.

While you are in the message list you can play any message.

CallPilot dials the external number directly.

or ·.

N0025637 01

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 a skillset mailbox. You can receive Off-premise Message Notification at any tone dial telephone number, pager or extension.

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.

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 telephone first when there is a message in the skillset mailbox. If there is no answer, Call Center waits five minutes and calls your car telephone again. If there is still no answer, Call Center calls your car telephone a third time. If there is no answer after three calls, Call Center calls your home telephone. 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 telephone 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 an 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.

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78 Chapter 7 Off-premise Message Notification

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.

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.

To assign an outdial method to a skillset mailbox

Log: QUIT RE TR Y O K

Admin MBOX AA OTHR

Mailbox Admin ADD DE L C HNG

Mbox: DIR QUIT

Outdial: <none> CHNG N EXT

Outdial: <line> CHNG N EXT

xxxx: RET RY OK

1 Press

≤·°‹.

Enter the Call Center Administrator mailbox number and password, and then press OK

2 Press MBOX

3 Press CHNG

4 Enter the skillset mailbox number or press DIR

to use the Company

Directory.

5 Press NEXT

Press CHNG

6 Press NEXT

until you see this display. .

if you want to use a line as the outdial method or press CHNG then press NEXT

7 Enter the Line or Pool number and press OK

if you want to use a line pool as the outdial method and

. Line numbers must be between 1 and 500. Although line pools have a letter such as A, B or C, Call Center accepts only numbers. If you enter a line pool use 1 for A, 2 for B, 3 for C, and so on.

Accept: x RETRY OK

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8 Press OK

9 Press ® to end the session.

Chapter 7 Off-premise Message Notification 79

Off-premise Message Notification parameters

You can set up the parameters for Off-premise Message Notification from any tone dial telephone.

The parameters are:

• destination type (phone, extension or pager)

• destination number (phone, extension or pager)

• time range for receiving calls at telephone 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 telephone line also apply to Off-premise Message Notification numbers. For example, if you cannot dial long distance telephone numbers from your telephone, you cannot have a long distance Off-premise Message Notification destination number.

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 89.

To set up Off-premise Message Notification to refer to

a telephone number page 80

an extension page 82

a pager page 84

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80 Chapter 7 Off-premise Message Notification

To set up Off-premise Message Notification to a telephone number

1 Press ≤·°⁄.

Follow the voice prompts or the display button options to open the skillset mailbox.

2 If you use the CallPilot interface:

•Press °ﬁ to open the Mailbox Tools

•Press NOTIF Notification menu

•Go to step 3

If you use the Norstar Voice Mail interface:

or ¤ to open the Off-premise Message

Msg notify ADMIN SELECT

Destination: PHONE EX T PA GER

Ph: RET RY OK

<x> AD D OK

•Press ADMIN

or °

•Press ﬂ to open the Off-premise Message Notification menu

•Go to step 3

3 Press ADMIN

4 Press PHONE

or ⁄ to set up Off-premise Message Notification.

or ⁄ to choose a telephone number destination.

5 Enter the destination telephone number and press OK

destination telephone number is a maximum of 30 digits.

6 Press OK

or £ to accept the destination telephone number

represented by <x> or press ADD

or ¤ to add special characters and use your dialpad or

follow the voice prompts to add characters.

After you add special characters, press OK

or £ to accept the

destination number.

or £. The

Start hhmm: RET RY OK

<start time> RET RY AM PM

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7 Enter the start time for Off-premise Message Notification. This is a

four-digit field. Any single-digit hour and minute must be preceded by a zero.

8 Press AM

or ⁄

or ¤.

Chapter 7 Off-premise Message Notification 81

<start time> RET RY OK

Stop hhmm: RET RY OK

<stop time> RET RY AM PM

<stop time> RET RY OK

More dest? YES NO

Start:<start time> CHNG N EX T

9 Press OK or £ to accept the start time.

10 Enter the time when Off-premise Message Notification is to stop.

This is a four digit field. Any single-digit hour and minute must be preceded by a zero.

11 Press AM

or ⁄

or ¤.

12 Press OK

13 Press YES

or £ to accept the stop time.

or ⁄ if you want to set up another destination number

or press NO

or £ if you do not want to set up another destination

number.

14 Press NEXT

or £ to accept the start time that you entered

or press CHNG

or ⁄ to change the start time.

Stop:<stop time> CHNG N EX T

Msg type: new CHNG OK

Msg notify ADMIN SELECT

15 Press NEXT

or £ to accept the stop time that you entered

or press CHNG

16 Press OK

or ⁄ to change the stop time.

or £ if you want to be notified when the skillset mailbox

receives a new message or press CHNG

or ⁄ if you want to be notified only when the skillset

mailbox receives an urgent message.

17 Press ® to end the session.

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82 Chapter 7 Off-premise Message Notification

To set up Off-premise Message Notification to an extension

1 Press ≤·°⁄.

Follow the voice prompts or the display button options to open the skillset mailbox.

2 If you use the CallPilot interface:

•Press °ﬁ to open the Mailbox Tools

•Press NOTIF Notification menu

•Go to step 3

If you use the Norstar Voice Mail interface:

or ¤ to open the Off-premise Message

Msg notify

SEL EC T

ADMIN

Destination: PHONE EXT PAGER

Ext: RET RY OK

Accept:<x> RET RY OK

Start hhmm: RET RY OK

<start time> RET RY AM PM

•Press ADMIN

or °

•Press ﬂ to open the Off-premise Message Notification menu

•Go to step 3

3 Press ADMIN

4 Press EXT

5 Enter the destination number and press OK

6 Press OK

The

<x> represents the extension.

or ⁄ to set up Off-premise Message Notification.

or ¤ to choose an extension as the destination.

or £.

or £ to accept the destination extension.

7 Enter the start time for Off-premise Message Notification. This is a

four-digit field. Any single-digit hour and minute must be preceded by zero.

8 Press AM

or ⁄

or ¤.

<start time> RET RY OK

Stop hhmm: RET RY OK

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9 Press OK

or £ to accept the start time.

10 Enter the time when Off-premise Message Notification is to stop.

This is a four digit field. Any single-digit hour and minute must be preceded by a zero.

Chapter 7 Off-premise Message Notification 83

<stop time> RET RY AM PM

<stop time> RET RY OK

More dest? YES NO

Start:<start time> CHNG N EX T

Stop:<stop time> CHNG N EX T

Msg type: new CHNG OK

11 Press AM or ⁄

or ¤.

12 Press OK

13 Press YES

or £ to accept the stop time.

or ⁄ if you want to set up another destination number

or press NO

or £ if you do not want to set up another destination

number.

14 Press NEXT

or £ to accept the start time that you entered

or press CHNG

15 Press NEXT

or ⁄ to change the start time.

or £ to accept the stop time that you entered

or press CHNG

16 Press OK

or ⁄ to change the stop time.

or £ if you want to be notified when the skillset mailbox

receives a new message or press CHNG

or ⁄ if you want to be notified only when the skillset

mailbox receives an urgent message.

Msg notify ADMIN SELECT

17 Press ® to end the session.

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84 Chapter 7 Off-premise Message Notification

About setting up Off-premise Message Notification to a pager number

Example of a destination pager number

If you are assigning a pager destination number from behind a PBX, remember to insert a · (depending on your system) before the £ to access an outside line.

There is a combined limit of 30 characters for the pager telephone number and the pager message.

For example, to reach your pager, enter:

£›¤ﬁﬁﬁ⁄¤‹›£‹

where:

• £ specifies the next digits are special characters

• › recognizes dial tone

• ¤ specifies that the next digits are the numbers to be dialed

• ﬁﬁﬁ⁄¤‹› is the pager telephone number dialed

• ‹ inserts a timed pause

Depending on the company supplying your paging service, the programming sequence can vary. For more information about setting the destination telephone number parameters for your pager, contact your pager company.

To set up Off-premise Message Notification to a pager

1 Press ≤·°⁄.

Follow the voice prompts or the display button options to open the skillset mailbox.

2 If you use the CallPilot interface:

•Press °ﬁ to open the Mailbox Tools

•Press NOTIF Notification menu

•Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN

•Press ﬂ to open the Off-premise Message Notification menu

•Go to step 3

or ¤ to open the Off-premise Message

or °

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Chapter 7 Off-premise Message Notification 85

Msg notify ADMIN SELECT

Destination: PH ONE EX T PA GE R

Pager: RET RY OK

<x> ADD OK

Show:<xxxx> CHNG N EX T

3 Press ADMIN or ⁄ to set up Off-premise Message Notification.

4 Press PAGER

5 Enter the destination pager number and press OK

6 Press OK

or ‹ to select a pager number destination.

or £.

or £ to accept the destination pager number represented

by <x> or press ADD

or ¤ to add special characters and use your dialpad or

follow the voice prompts to add characters.

After you add special characters, press OK

7 Press NEXT

or £ to accept the default pager message represented

or £.

by <xxxx>. The default pager message sent by CallPilot is the CallPilot extension. This is the sequence of digits that is sent after the pager service is dialed, to notify you of who is paging you or press CHNG

or ⁄ to change the pager message.

The combined limit is 30 characters for the pager telephone number and the pager message.

More dest? YES NO

Msg type: new CHNG OK

Msg notify ADMIN SELECT

8 Press YES

or ⁄ if you want to set up another destination number

or press NO

or £ if you do not want to set up another destination

number.

9 Press OK

or £ to be notified when the skillset mailbox receives a

new message or press CHNG

or ⁄ to change the message type to be notified only

when the skillset mailbox receives an urgent message.

10 Press ® to end the session.

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86 Chapter 7 Off-premise Message Notification

To set up Off-premise Message Notification to more than one destination

You can receive notification of a message at a maximum of five different destination numbers. The following steps show you how to enter a telephone number destination and then add a pager destination for the first time.

Msg notify ADMIN SELECT

Destination:

EXT PAGER

PHONE

1 Press

≤·°⁄.

Follow the voice prompts or the display button options to open the skillset mailbox.

2 If you use the CallPilot interface:

•Press °ﬁ 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 ﬂ to open the Off-premise Message Notification menu

•Go to step 3

3 Press ADMIN

4 Press PHONE

or ⁄ to set up Off-premise Message Notification.

or ⁄ to choose a destination telephone number.

Ph: RETRY OK

<x> ADD OK

Start: hhmm: RET RY OK

<start time> RET RY AM PM

N0025637 01

5 Enter the destination telephone number and press OK

or £. The

destination telephone number cannot be longer than 30 digits.

6 Press OK

or £ to accept the destination telephone number,

represented by <x> or press ADD

or ¤ to add special characters and use your dialpad or

follow the voice prompts to add characters.

7 Enter the start time for Off-premise Message Notification. This is a

four-digit field. Any single-digit hour and minute must be preceded by a zero.

8 Press AM

or ⁄

or ¤.

Chapter 7 Off-premise Message Notification 87

<start time> RETRY OK

Stop hhmm: RET RY OK

<stop time> RET RY AM PM

<stop time> RET RY OK

More dest?

YES

Notify2: none SETUP NE XT

Destination: PH ONE EX T PA GE R

Pager: RETRY OK

9 Press OK or £ to accept the start time.

10 Enter the time when Off-premise Message Notification is to stop.

This is a four digit field. Any single digit hour and minute must be preceded by a zero.

11 Press AM

or ⁄

or ¤.

12 Press OK

13 Press YES

14 Press SETUP

15 Press PAGER

16 Enter the destination pager number and press OK

or £ to accept the stop time.

or ⁄ to set up another destination number.

to set up another destination number.

or ‹ to select a pager number destination.

or £.

<xxxx> ADD OK

Show<xxxx> CHNG N EX T

Notify2: pager CHNG OTHR NEXT

Notify 3: none SETU P NEXT

17 Press OK

or £ to accept the destination pager number represented

by <x> or press ADD

or ¤ to add special characters and use your dialpad or

follow the voice prompts to add characters.

After you add special characters, press OK

18 Press NEXT

or £ to accept the default pager message represented

or £.

or ⁄ to change the pager message.

The combined limit is 30 characters for the pager telephone number and the pager message.

19 The display shows that the second destination is a pager.

Press NEXT

20 Press NEXT

or £ to continue.

or £ to continue

or press SETUP

to add another destination.

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88 Chapter 7 Off-premise Message Notification

Start:<start time> CHNG N EX T

Stop:<stop time> CHNG N EX T

Msg type: new CHNG OK

Msg notify ADMIN SELECT

21 Press NEXT or £ to accept the start time that you entered

or press CHNG

22 Press NEXT

or ⁄ to change the start time.

or £ to accept the stop time that you entered

or press CHNG

23 Press OK

or ⁄ to change the stop time.

or £ to be notified when the skillset mailbox receives a

new message or press CHNG

or ⁄ to be notified only when the skillset mailbox

receives an urgent message.

24 Press ® to end the session.

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Chapter 7 Off-premise Message Notification 89

Changing Off-premise Message Notification

You can change the parameters and destinations for Off-Premise Message Notification. Refer to

“Off-premise Message Notification parameters” on page 79 for more information about

parameters.

If you want to change the time or message type parameters, use the procedure “To change the time

range or type of message parameters” on page 89

If you want to change the destination type refer to the procedure for the destination type.

To change the destination type refer to

from a telephone to an extension, pager or another telephone number

from a pager to an extension or telephone page 93

from a telephone or extension to a pager page 95

page 91

To change the time range or type of message parameters

1 Press ≤·°⁄.

Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.

2 If you use the CallPilot interface:

•Press °ﬁ to open the Mailbox Tools

•Press NOTIF Notification menu

•Go to step 3

If you use the Norstar Voice Mail interface:

•Press ADMIN

•Press ﬂ to open the Off-premise Message Notification menu

•Go to step 3

or ¤ to open the Off-premise Message

or °

Msg notify ADMIN SELECT

Notify:<x> CHNG N EX T

More dest? YES NO

3 Press ADMIN

4 Press NEXT

or ⁄ to set up Off-premise Message Notification.

. If you want to change the destination type refer to “To change the

destination type” on page 89 for the appropriate procedure.

5 Press NO

or £ to continue.

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90 Chapter 7 Off-premise Message Notification

Start:<start time> CHNG N EX T

Stop:<stop time> CHNG N EX T

Msg type: new CHNG OK

Msg notify ADMIN SELECT

6 Press CHNG or ⁄ to change the start time

or press NEXT

7 Press CHNG

or £ to accept the start time.

or ⁄ to change the stop time

or press NEXT

8 Press CHNG

Press OK

or £ to accept the stop time.

or ⁄ to change the message type to urgent.

or £ to accept the new default message. You can choose

to be notified of all new messages or urgent messages only. Change the message type to urgent to be notified only when the skillset mailbox receives an urgent message.

9 Press ® to end the session.

N0025637 01

Chapter 7 Off-premise Message Notification 91

To change the destination from telephone to another destination

1 Press ≤·°⁄.

Follow the voice prompts or the display button options to open the skillset mailbox.

2 If you use the CallPilot interface:

•Press °ﬁ to open the Mailbox Tools

•Press NOTIF Notification menu

•Go to step 3

If you use the Norstar Voice Mail interface:

or ¤ to open the Off-premise Message

Msg notify

SELECT

ADMIN

Notify: phone CHNG NEX T

Destination: PHONE EXT PAG ER

<x> RETRY OK

Accept:<xxxx> RETRY OK

•Press ADMIN

or °

•Press ﬂ to open the Off-premise Message Notification menu

•Go to step 3

3 Press ADMIN

4 Press CHNG

5 Press PHONE

or ⁄ to set up Off-premise Message Notification.

or ⁄ to change the destination.

or ⁄ to choose another telephone number

destination or press EXT

or ¤ to choose an extension destination

or press PAGER

6 Enter the destination number and press OK

or ‹ to choose a pager number destination.

or £.

The destination telephone number cannot be longer than 30 digits.

7 Press OK

or £ to accept the destination number

or press RETRY

or • to re-enter the destination number.

Notify:<x> CHNG N EX T

8 Press NEXT

or press CHNG through 8.

or £ to continue

or ⁄ to change the destination, and repeat steps 6

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92 Chapter 7 Off-premise Message Notification

More dest? YES NO

Start:<start time> CHNG N EX T

Stop:<stop time> CHNG N EX T

Msg type:new CHNG OK

Msg notify ADMIN SELECT

9 Press YES or ⁄ if you want to set up another destination number

or press NO

or £ if you do not want to set up another destination

number.

10 Press CHNG

or ⁄ to change the start time

or press NEXT

11 Press CHNG

or £ to accept the start time.

or ⁄ to change the stop time

or press NEXT

or £ to accept the stop time.

12 If you want to change message notification,

press CHNG

or ⁄ if you want to be notified only when the skillset

mailbox receives an urgent message. Press OK

or £.

13 Press ® to end the session.

N0025637 01

Chapter 7 Off-premise Message Notification 93

To change the destination from pager to telephone or extension

1 Press ≤·°⁄.

Follow the voice prompts or the display button options to open the skillset mailbox.

2 If you use the CallPilot interface:

•Press °ﬁ to open the Mailbox Tools

•Press NOTIF Notification menu

•Go to step 3

If you use the Norstar Voice Mail interface:

or ¤ to open the Off-premise Message

Msg notify

SELECT

ADMIN

Modify:pager

N EX T

CHNG

Destination: PHONE EXT PAG ER

<xxxx>: RETRY OK

•Press ADMIN

or °

•Press ﬂ to open the Off-premise Message Notification menu

•Go to step 3

3 Press ADMIN

or ⁄ to change Off-premise Message Notification.

The displays shows the first destination type and destination number.

4 Press CHNG

or ⁄ to change the destination type and the

destination number.

5 Choose the type of destination number:

press PHONE

or ⁄ to choose a telephone number destination

or press EXT

or ¤ to choose an extension destination.

6 Enter the destination number you want to set up Off-Premise

Message Notification for. <x> represents the destination number. Press OK

or £ to accept the destination number

or press RETRY

or • to re-enter the number.

Notify:<x> CHNG N EX T

More dest? YES NO

7 Press NEXT

8 Press YES

or £ to continue.

or ⁄ if you want to set up another destination, and

repeat steps 6 through 8 or press NO

or £ if you do not want to set up another destination.

Call Center Telephone Administration Guide

94 Chapter 7 Off-premise Message Notification

Start:<start time> CHNG N EX T

Stop:<stop time> CHNG N EX T

Msg type:new CHNG OK

Msg notify ADMIN SELECT

9 Press CHNG or ⁄ to change the start time

or press NEXT

10 Press CHNG

or £ to accept the start time.

or ⁄ to change the stop time

or press NEXT

or £ to accept the stop time.

11 If you want to change message notification,

press CHNG

or ⁄ if you want to be notified only when the skillset

mailbox receives an urgent message. Press OK

or £.

12 Press ® to end the session.

N0025637 01

Chapter 7 Off-premise Message Notification 95

To change the destination from telephone or extension to pager

1 Press ≤·°⁄.

Follow the voice prompts or the display button options to open the skillset mailbox.

2 If you use the CallPilot interface:

•Press °ﬁ to open the Mailbox Tools

•Press NOTIF Notification menu

•Go to step 3

If you use the Norstar Voice Mail interface:

or ¤ to open the Off-premise Message

Msg notify

SELECT

ADMIN

Notify:<x>

N EX T

CHNG

Destination PHONE EXT PAG ER

Pager: RET RY OK

<x> ADD OK

•Press ADMIN

or °

•Press ﬂ to open the Off-premise Message Notification menu

•Go to step 3

3 Press ADMIN

or ⁄ to change Off-premise Message Notification.

The displays show a review of the first destination type and destination number.

4 Press CHNG

or ⁄ to change the destination type and the

destination number. <x> represents the type of destination (phone or extension).

5 Press PAGER

6 Enter the pager number and press OK

7 Press OK

or ‹ to choose a pager number destination.

or £ to continue.

or £ to accept the destination pager number represented

by <x> or press ADD

or ¤ to add special characters and use your dialpad or

follow the voice prompts to add characters.

After you add special characters, press OK

Call Center Telephone Administration Guide

or £.

96 Chapter 7 Off-premise Message Notification

Show:<xxxx> CHNG N EX T

Notify: pager CHNG N EXT

More dest? YES NO

Msg type: new CHNG OK

Msg notify ADMIN SELECT

8 Press NEXT or £ to accept the default pager message represented

or ⁄ to change the pager message.

The combined limit is 30 characters for the pager telephone number and the pager message.

9 The display shows notification is set up to a pager.

Press NEXT

10 Press YES

or £ to continue.

if you want to set up another destination number or press NO

11 Press OK

if you do not want to set up another destination number.

or £ if you want to be notified when the skillset mailbox

receives a new message or press CHNG

or ⁄ if you want to be notified only when the skillset

mailbox receives an urgent message.

12 Press ® to end the session.

N0025637 01

Deleting a destination number

If you have more than one destination number for Off-premise Message Notification, you can delete a destination.

To delete a destination number

1 Press ≤·°⁄.

Follow the voice prompts or the display button options to open the skillset mailbox.

2 If you use the CallPilot interface:

•Press °ﬁ to open the Mailbox Tools

•Press NOTIF Notification menu

•Go to step 3

If you use the Norstar Voice Mail interface:

Chapter 7 Off-premise Message Notification 97

or ¤ to open the Off-premise Message

Msg notify ADMIN SELECT

Notify1:<x> CHNG OTH R NEXT

Notify 1:<x>

INS QU IT

DEL

Notify1:<x> CHNG OTH R NEXT

Msg notify ADMIN SELECT

•Press ADMIN

or °

•Press ﬂ to open the Off-premise Message Notification menu

•Go to step 3

3 Press ADMIN

4 Press OTHR

or ⁄ to set up Off-premise Message Notification.

if you want to delete the first destination or press NEXT

or £ to view the other destinations until you find the

destination that you want to delete. When you find the destination that you want to delete, press OTHR

5 Press DEL

to delete the first destination number.

6 The first destination number is deleted. The Notify 2 destination

changes to become the Notify 1 destination number. To delete more destination numbers, press OTHR

and repeat steps 4

and 5.

7 Press ® to end the session.

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98 Chapter 7 Off-premise Message Notification

Adding a destination number

Use this procedure if you have set up Off-premise Message Notification and you want to add another destination number. You can have up to five destination numbers.

To add a destination number

1 Press ≤·°⁄.

Follow the voice prompts or the display button options to open the skillset mailbox.

2 If you use the CallPilot interface:

•Press °ﬁ to open the Mailbox Tools

•Press NOTIF Notification menu

•Go to step 3

If you use the Norstar Voice Mail interface:

or ¤ to open the Off-premise Message

Msg notify ADMIN SELECT

Notify:<x> CHNG N EXT

More dest? YES NO

Notify2: none SETUP NE XT

•Press ADMIN

or °

•Press ﬂ to open the Off-premise Message Notification menu

•Go to step 3

3 Press ADMIN

4 Press NEXT

5 Press YES

6 Press

or ⁄ to set up Off-premise Message Notification.

or £ to continue.

or ⁄ to set up another destination number.

SETUP or ⁄ to set up another destination number and follow

the steps in “To set up Off-premise Message Notification to a

telephone number” on page 80

“To set up Off-premise Message Notification to an extension” on page 82

“To set up Off-premise Message Notification to a pager” on page

84.

N0025637 01

Chapter 7 Off-premise Message Notification 99

Turning Off-premise Message Notification on or off

You can turn Off-premise Message Notification on or off at any time. If you turn Off-premise Message Notification off, you do not affect any of the assigned parameters.

To turn Off-premise Message Notification on or off

1 Press ≤·°⁄.

Follow the voice prompts or the display button options to open the skillset mailbox.

2 If you use the CallPilot interface:

•Press °ﬁ to open the Mailbox Tools

•Press NOTIF Notification menu

•Go to step 3

If you use the Norstar Voice Mail interface:

or ¤ to open the Off-premise Message

Msg notify ADMIN SELECT

Notify on

TIME OK

CHNG

Notify off CHNG TIME OK

Mailbox admin GR EET P S WD QU IT

•Press ADMIN

or °

•Press ﬂ to open the Off-premise Message Notification menu

•Go to step 3

3 Press SELECT

4 Press CHNG

or ¤ to set up Off-premise Message Notification.

or ⁄ to turn Off-premise Message Notification off if

it is on (as shown).

5 Press OK

or •

or press TIME

to review the start and stop time parameters.

6 Press ® to end the session.

Call Center Telephone Administration Guide

100 Chapter 7 Off-premise Message Notification

N0025637 01

Nortel Networks Call Center Telephone User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

What Call Center includes

What you can administer through a telephone

Related documents

How to get help

Setting up Call Center with a two line display telephone

System timeout

Using the dialpad

Symbols and conventions used in this guide

About telephone buttons

Feature codes

Programming a memory button with a Feature Code

Feature Codes used by Call Center Administrators and supervisors

Feature Codes used by Call Center agents

Agent Feature Codes

Enabling the Call Center software authorization code

Setting Call Center general properties

Primary and Secondary alert times

Reserved channels

Setting Caller ID

Setting the Supervisor Help request timeout

Selecting skillsets supervisors can receive help requests from

Configuring lines

Setting the Answer Lines status

Resetting the Call Center Administrator password

About Call Center greetings

Types of Call Center greetings

Recording a Call Center greeting

About skillsets

How incoming calls are sent to a skillset

Skillset properties

Setting up a skillset

Enabling a skillset

Disabling a skillset

Changing skillset properties

Unconfiguring a skillset

About skillset mailboxes

Determining a skillset mailbox number

Checking which telephone mailbox interface you use

Initializing a skillset mailbox

Opening a skillset mailbox

Opening a skillset mailbox remotely

Skillset mailbox password

Changing a skillset mailbox password

Resetting a skillset mailbox password

Recording skillset mailbox greetings

Examples of Primary and Alternate greetings

Choosing a Primary or Alternate skillset mailbox greeting

Recording a Personalized skillset mailbox greeting

Deleting a Personalized mailbox greeting

Checking skillset mailboxes for messages

Playing skillset mailbox messages

Retrieving erased messages

Replying to messages

Replying to an internal caller

Using the Reply feature to reply to an external caller

About Off-premise Message Notification

Assigning an outdial method to a skillset mailbox

Off-premise Message Notification parameters

Setting up Off-premise Message Notification

About setting up Off-premise Message Notification to a pager number

Changing Off-premise Message Notification

Deleting a destination number

Adding a destination number

Turning Off-premise Message Notification on or off