Nortel Call Center Set Up And Operation Manual page 278

278 Index
playing
envelope, CallPilot interface 84
envelope, Norstar Voice Mail 81
next, CallPilot 83
next, Norstar Voice Mail 82
pausing 82
previous, CallPilot 83
previous, Norstar Voice Mail 82
rewinding 81, 83
skipping forward 82, 83
skipping to end 81
quitting 82
replaying 82
replying, CallPilot 84, 85
replying, Norstar Voice Mail 82, 85
saving 82
silence timeout 85
skillset mailbox 67
Method of Call Distribution 48, 273
Monitoring
agent calls 185
call activity, about 185
example of monitoring 192
logging on to monitor agents 188
Primary alert time 178
Secondary alert 178
Silent Monitor 185
skillsets 192
tips 187
Monitoring agents 62, 185
Multimedia Call Center 13, 38
CLID/DNIS Routing 53
Multimedia calls 38
MWI extension 273
N
Name
skillset 274
skillset mailbox 69
Night mode, skillset 122
Night Routing Table, example 157
Norstar Voice Mail mailbox interface 32
Notification, Off-premise Message Notification 89
Number
Control DN 35
skillset mailbox 35
O
Off-premise Message Notification 218
about 89
changing parameters 102
N0008709 04
destination number
character limit 98, 100, 109
destination pager number and message
character limit 97
feature restrictions 91
setting up
to a pager number 97
to a telephone number 92
to an extension number 95
to wrong destination 89
Off-premise Message Notification parameters
destination telephone number 91
destination type 91
time range 91
types of message 91
Open Mailbox Feature Code 35
Opening a skillset mailbox 70
Opening your mailbox
CallPilot 70
Norstar Voice Mail 70
Operator
resetting password 247
Operator, resetting password 247
Outdial route, mailbox 90
Overflow, Intelligent 16
P
Parameters
general Call Center 180, 218
Routing Table Greetings 143
Password
changing skillset mailbox 72
resetting agent password 43
resetting Call Center Administrator 248
resetting Operator 247
resetting skillset mailbox 73
skillset mailbox 69, 72
Pausing a message 82
Playing message envelope
CallPilot interface 84
Norstar Voice Mail 81
Post call Break Time, automatic timeout 36
Preferred method of call distribution 273
Preventing calls from ringing at an agent's telephone
250
Professional Call Center 11, 15
Programming a memory button 34
R
Real time status of call activity 185