Nortel Call Center Set Up And Operation Manual page 279

Recording, greeting 119
Remotely opening a skillset mailbox 71
Replaying messages 82
Reply feature 83
Replying
to an external message sender 87
using the DIAL option 87
to an internal message sender 85
to messages, CallPilot 84
to messages, Norstar Voice Mail 82
Reserved channels 178, 219
Resetting
agent password 43
Call Center Administrator password 248
Operator password 247
skillset mailbox password 73
Restrictions for using Call Forward No Answer 250
Restrictions for using Call Forward on Busy 250
Retrieving deleted messages 83
Retrieving messages from skillset mailbox 80
Reviewing
agents 62
Routing Table steps 158
Rewinding messages 81, 83
Rings assigning 174
Rings, assigning number 173
Routing Table
assigning skillset hours 151
examples of 155
Greeting parameters 143
Greeting step 142
hours 133
maximum number of steps 15, 133
parameters of Greeting step 143
reviewing the steps 158
setting up 155
tips 218
Routing Table steps
Disconnect 142
Distribute for 142
Greeting 142
Transfer 142
Routing Table, about 133
Routing, DID 52
S
Saving messages 82
Secondary alert 178
Service Mode, skillset 122
Setting up
general Call Center parameters 180
general parameters 175
Off-premise Message Notification
to a pager number 97
to a telephone number 92
to an extension number 95
skillset parameters 50
Silent Monitor 62, 185
Silent monitor
Companion sets 190
conference bridges 190
conference calls 190
IP telephones 190
ISDN sets 190
on hold calls 190
transferred calls 190
Skillset
24 Hour Service mode 122
about 47
assigning agents 59
assigning hours of operation 151
Break Time 49
Control DNs 48
Day mode 122
default mode 122
Delay Answer 49
disabling 64
DNs 48
enabling 63, 252
how calls are received 47
how lines are answered 47
language preference 49
maximum greeting length 219
Message Waiting Indication extension 48
Method of Call Distribution 48
MWI DN 48
name 48, 274
night mode 122
problems changing general parameters 252
problems enabling 252
properties 48
Service Mode 122
setting up 47
start and end times 16
unconfiguring 65
viewing agents in 62
Skillset mailbox
about 67
changing password 72
checking for messages. 80
Class of Service 67
determining MWI extension 35
Nortel Call Center Set Up and Operation Guide
Index 279