26Chapter 2 Intelligent Contact Center Agent
Follow-me browsing (Multimedia CallPilot agents only)
If the page you are sending to the caller contains Flash animations, you must explain to the caller how to display the page by (for example, clicking the Next button) or telling them what item to click on the page to display the next page.
Note: Multimedia CallPilot may not be available for your CallPilot.
Skillset mailboxes
Each skillset has a skillset mailbox assigned to it. Skillset mailboxes store messages left by callers. Check these mailboxes on a regular basis to ensure that customer messages are responded to promptly.
Checking skillset mailboxes for messages
Frequently check skillset mailboxes for messages. Only one agent at a time can retrieve messages from each skillset mailbox. 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 give the message to another agent. If only one agent retrieves the messages at your CallPilot, they do not need to transcribe and delete each message before callback. This agent knows the status of the old messages.
To play messages in a skillset mailbox
1Press ≤·°⁄.
Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.
2Press PLAY or ¤ to listen to your messages.
For other options, refer to the user card for your telephone or the CallPilot Reference Guide.
3Press ® to end the session.