272Index
envelope, Norstar Voice Mail | 75 | ||||||
next, CallPilot 77 |
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next, Norstar Voice Mail | 76 |
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pausing | 76 |
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previous, CallPilot | 77 |
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previous, Norstar Voice Mail | 76 | ||||||
rewinding 75, 77 |
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skipping forward | 76, 77 |
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skipping to end | 75 |
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quitting | 76 |
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| |
replaying | 76 |
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replying, CallPilot | 78, 79 |
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replying, Norstar Voice Mail | 76, 79 | ||||||
saving | 76 |
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silence timeout | 79 |
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skillset mailbox | 61 |
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Method of Call Distribution 44, 267 | |||||||
Monitoring |
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agent calls | 179 |
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call activity, about | 179 |
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example of monitoring | 186 |
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logging on to monitor agents | 182 | ||||||
Primary alert time | 171 |
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Secondary alert | 171 |
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Silent Monitor | 179 |
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skillsets | 186 |
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tips 181
Monitoring agents 57, 179
Multimedia Call Center 13, 34
CLID/DNIS Routing 49
Multimedia calls 34
MWI extension 267
N
Name skillset 268
skillset mailbox 63
Night mode, skillset 116
Night Routing Table, example 151
Norstar Voice Mail mailbox interface 28
Notification,
Number Control DN 31 skillset mailbox 31
O
changing parameters 96 destination number
character limit 92, 94, 103
destination pager number and message character limit 91
feature restrictions 85 setting up
to a pager number 91
to a telephone number 86 to an extension number 89
to wrong destination 83
time range 85 types of message 85
Open Mailbox Feature Code 31
Opening a skillset mailbox 64
Opening your mailbox
CallPilot 64
Norstar Voice Mail 64
Operator
resetting password 241
Operator, resetting password 241
Outdial route, mailbox 84
Overflow, Intelligent 16
P
Parameters
general Call Center 173, 212
Routing Table Greetings 137
Password
changing skillset mailbox 66 resetting agent password 39 resetting Call Center Administrator 242 resetting Operator 241
resetting skillset mailbox 67 skillset mailbox 63, 66
Pausing a message 76
Playing message envelope
CallPilot interface 78
Norstar Voice Mail 75
Post call Break Time, automatic timeout 32 Preferred method of call distribution 267
Preventing calls from ringing at an agent’s telephone 244
Professional Call Center 11, 15
Programming a memory button 30
R
Real time status of call activity 179
Recording, greeting 113
P0605665 03
