6Call Center Supervisor Guide
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 retrieving the messages at your call center, this agent does not need to transcribe and delete each message before callback. This agent handles messages and knows the status of the old messages.
Playing 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, the CallPilot Reference Guide, or the Call Center Set Up and Operation Guide.
3Press ® to end the session.
Do not use these features while you are logged on to Call Center
Call Park
Instead of using Call Park to transfer a call to another agent or send the call back to a skillset:
•to send the call to a specific agent, enter the Transfer Feature Code (≤‡‚) and enter the agent’s extension number
•to send the call to a skillset, enter the Transfer Feature Code (≤‡‚)and enter the mailbox number of a skillset to send the call to a skillset
Call Forward
Do not use Call Forward (≤·°› or ≤›) to forward calls.
Call Pickup
Do not use Call Pickup to retrieve a call that is ringing on another agent’s phone. Instead:
•let the call ring at the agent’s phone until the number of rings for Transfer Callback Timeout is reached
or
•enter the Not Ready Feature Code (≤·‚°)on the other agent’s phone
Do Not Disturb
Instead of using Do Not Disturb, use the Not Ready Feature Code (≤·‚°)
Call Forward No Answer
You can use Call Forward All Calls, Call Forward No Answer, and Call Forward on Busy only to the voicemail extension.
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