Nortel Networks Call Center Telephone manual Chapter Setting up skillsets

4Contents

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
Opening a skillset mailbox remotely	60
Skillset mailbox password	61
Changing a skillset mailbox password	61
Resetting a skillset mailbox password	62
Recording skillset mailbox greetings	63
Examples of Primary and Alternate 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
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 About setting up Off-premise Message Notification to a pager number . . . . . . . . 84 Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

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