Nortel CallPilot 100 Administration Manual

11 June 2004 CallPilot 100/150 Basic Call Center Telephone Administration Guide

Telephone Administration Guide Copyright © 2004 Nortel Networks All rights reserved. 2004. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks NA Inc. The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license. The software license agreement is included in this document. Trademarks NORTEL NETWORKS is a trademark of Nortel Networks. All other trademarks and registered trademarks are the property of their respective owners.

Contents Chapter 1 About Basic Call Center for CallPilot 100/150 . . . . . . . . . . . . . . . . . . . . . . . . 7 What Basic Call Center includes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Chapter 2 About Call Center telephone administration. . . . . . . . . . . . . . . . . . . . . . . . 11 Setting up Basic Call Center with a two line display telephone . . . . . . . . . . . . . . . . . . 11 System timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Using the dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Feature codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Programming a memory button with a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . 15 Feature Codes used by the Call Center Administrator . . . . . . . . . . . . . . . . . . . . . . . . 16 Feature Codes used by Call Center agents and supervisors . . . . . . . . . . . . . . . . . . . 17 Agent Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Chapter 3 Call Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Enabling the Call Center software authorization code . . . . . . . . . . . . . . . . . . . . . . . . . 19 Setting Call Center general properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Primary and Secondary alert times . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Reserved channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Configuring lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Setting the Answer Lines status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Resetting the Call Center Administrator password . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Chapter 4 Call Center greetings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 About Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Types of Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Recording a Call Center greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Chapter 5 Setting up skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 About skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 How incoming calls are sent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Setting up a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Enabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Disabling a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Unconfiguring a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Chapter 6 Setting up skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 About skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Determining a skillset mailbox number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Checking which telephone mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . . . . 47 Initializing a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Opening a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Opening a skillset mailbox remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Changing a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Resetting a skillset mailbox password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Recording skillset mailbox greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Examples of Primary and Alternate greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Choosing a Primary or Alternate skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . 55 Recording a Personalized skillset mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Deleting a Personalized mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Checking skillset mailboxes for messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Playing skillset mailbox messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Retrieving erased messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Replying to messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Replying to an internal caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Using the Reply feature to reply to an external caller . . . . . . . . . . . . . . . . . . . . . . 66 Chapter 7 Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 About Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Assigning an outdial method to a skillset mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Off-premise Message Notification parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Setting up Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 About setting up Off-premise Message Notification to a pager number . . . . . . . . 74 Changing Off-premise Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Deleting a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 Adding a destination number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Turning Off-premise Message Notification on or off . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Chapter 8 Setting up agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 About adding agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Agent properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Adding an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 Changing an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Assigning an agent to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 Assigning several agents to a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Removing agents from a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Viewing agents in a skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Logging an agent off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Deleting an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Resetting an agent password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 Chapter 9 Routing table administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 Setting up DID routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 Fax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 About types of Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 Adding a Greeting step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 Greeting step parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 Adding a Distribute for step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Adding a Goto step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Adding a Transfer step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Adding a Disconnect step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114 Example of a Day Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115 Example of a Night Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 Changing a routing table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120 Reviewing Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120 Modifying Routing Table steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 Erasing a Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 Setting the Service Modes for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123 Chapter 10 Monitoring call activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125 Using Display Waiting Calls to monitor call activity . . . . . . . . . . . . . . . . . . . . . . . . . . 126 Chapter 11 Tips for operating Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127 Agent administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127 Skillset administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127 Call Center greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Call Center general parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 How to calculate the longest time a caller can be on hold . . . . . . . . . . . . . . . . . . . . . 129 Tips to improve the efficiency of Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 Chapter 12 Troubleshooting Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131 Resetting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131 Resetting the Operator password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131 Agent problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132 Agent log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132 Important considerations about how agents use features . . . . . . . . . . . . . . . . . . 132 Skillset problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134 Problems changing skillset properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134 Chapter 13 Call Center Programming Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 General Call Center parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 Operator/Business Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 Call Center skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137 Call Center agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 Skillset assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Skillset mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141 Line answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Chapter 1 About Basic Call Center for CallPilot 100/150 This guide leads a Call Center Administrator through setting up and operating Basic Call Center on a CallPilot 100/150 system. You can program Basic Call Center using any two-line display telephone on your telephone system. You can also use the web-based CallPilot Manager to set up and operate Basic Call Center. Call Center is an application that handles incoming calls as efficiently and economically as possible. Call Center answers calls, then routes the calls to agents in a skillset that most closely matches the needs of the caller. Calls can be routed based on the origin of the call, the destination of the call, or the information entered by the caller. Callers can be given high or low priorities. Callers can overflow to different groups or skillsets of agents, transfer out of the system, leave a message, and hear announcements and informative messages. For information about Basic and Professional Call Center and Call Center features, refer to the Call Center Set Up and Operation Guide.

P0607190 03 What Basic Call Center includes Related documents For more information about Call Center refer to the: • Nortel Networks Call Center Set Up and Operation Guide • Nortel Networks Call Center Agent Guide • Nortel Networks Call Center Supervisor Guide • Nortel Networks Call Center Reporting Set Up and Operation Guide For information about setting up CallPilot refer to the: • CallPilot Manager Set Up and Operation Guide • CallPilot 100/150 Telephone Administration Guide • CallPilot 100/150 Installation and Maintenance Guide For information about configuring telephony resources, refer to the: • Norstar System Coordinator Guide Features Basic Call Center for CallPilot 100/150 Number of skillsets 2 Number of configured agents (available agent IDs) 20 Number of agent priority levels 20 Number of active agents 10 Number of active calls in all skillsets 15 Maximum number of active calls per skillset 15 Number of lines that can be configured for Call Center 15 Number of voice ports (shared with CallPilot or dedicated) 8 Number of routing tables per skillset 2 Number of greetings 10 Number of steps per routing table 20 Number of skillset mailboxes 2 Number of supervisors 10 Supervisor functionality, including call monitoring Available Day of Week Service: you specify the start times for the day and night skillset for each day of the week Available Limited Feature 983 telephone administration Available

CallPilot 100/150 Basic Call Center Telephone Administration Guide How to get help USA and Canada Authorized Distributors - ITAS Technical Support Telephone: 1-800-4NORTEL (1-800-466-7835) If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#. If you do not yet have a PIN Code, or for general questions and first line support, you can enter ERC 338#. Website: http://www.nortelnetworks.com/itas/ email: [email protected] Presales Support (CSAN) Telephone: 1-800-4NORTEL (1-800-466-7835) Use Express Routing Code (ERC) 1063# EMEA (Europe, Middle East, Africa) Technical Support - CTAS Telephone: 00800 800 89009 Fax: 44-191-555-7980 email: [email protected] CALA (Caribbean & Latin America) Technical Support - CTAS Telephone: 1-954-858-7777 email: [email protected] APAC (Asia Pacific) Technical Support - CTAS Telephone: +61 388664627 Fax: +61 388664644 • email: [email protected]

Chapter 2 About Call Center telephone administration Setting up Basic Call Center with a two line display telephone You cannot use a single line display telephone to set up and administer Basic Call Center. You must use a two line display telephone. Two line display telephones show Call Center commands and options. A two line display can show up to three display options at once. In some instances, an option does not have a corresponding display button, and you must select the option by pressing buttons on the diapad. An example of a two line display System timeout If you pause longer than 2 minutes (120 seconds) when you program Call Center on a two line display telephone, the system times out and ends the session. This is a safety feature that prevents unauthorized use of the system. For example, if the system times out before you enter all the settings for a skillset, you must use the procedures in “Changing skillset properties” on page 41 to finish setting up the skillset. Skillset 1: Enabled SKILL NEXT Display command line Display button options Display buttons

P0607190 03 Using the dialpad The buttons on your display telephone dialpad act as both numbers and letters. Each button represents a number and letters of the alphabet. Numbers and letters on the dialpad. The display can show up to 16 characters. Whether the prompt remains on the display depends on the type of prompt that is displayed. The prompt disappears for these command line prompts: • Name: • Log: • Dest ph: To enter a character press the dialpad button that represents the letter or number. Press the button again to see the next letter or number. To accept a character press £ or press another button. When you press another button, the cursor advances and the display shows the first character on the new button. To delete a character press the BKSP display button. ⁄ 1 ’ - ¤ A B C 2 a b c ‹ D E F 3 d e f › G H I 4 g h i fi J K L 5 j k l fl M N O 6 m n o ‡ P Q R S 7 p q r s ° T U V 8 t u v · W X Y Z 9 w x y z • Quit ‚ Q Z Zero q z £ Accepts the displayed letter and “,” (comma) This is an example of a display with fewer than 16 characters, where the command line prompt remains on the display. This display shows the Name: command line prompt. When you begin to enter the last name, the Name: command line prompt disappears. For example, if you enter the name Partridge, you press the pad ‡ for P, and the display drops the Name: prompt. Although the name is only nine characters long, the command line prompt is not shown on the display after you enter the entire name. Pswd:1111 OTHR RETRY OK Name: RETRY BKSP OK P RETRY BKSP OK PARTRIDGE RETRY BKSP OK

CallPilot 100/150 Basic Call Center Telephone Administration Guide Symbols and conventions used in this guide These conventions and symbols are used to represent the Business Series Terminal display and dialpad. About telephone buttons This table shows the Nortel Networks Business Series Terminal buttons. Use the buttons that pertain to the type of telephone you use. You can enter ≤, ƒ or Fx and the code to use a feature. For example, press ≤·°⁄ to access your mailbox. The T7100 works differently from other telephones on your system because it does not have line buttons. Where other telephones require that you select a line button to answer a call, on the T7100 terminal you pick up the handset. Where other telephones require you to select a line button to take a call off hold, you press ≥ on the T7100 terminal. On T7100 terminals, you can answer a second call by pressing ≥. Your active call is put on hold and you connect to the waiting call. You can have no more than two active calls at one time. Convention Example Used for Word in a special font (in the top line of the display) Pswd: Command line prompts on display telephones. Underlined word in capital letters (on the bottom line of a two line display telephone) PLAY Display option. Available on two line display telephones. Press the button directly below the option on the display to proceed. Dialpad buttons £ Buttons you press on the dialpad to select a particular option. Button name T7100, T7208, T7316 M7100, M7208, M7310, M7324 M7100N, M7208N, M7310N, M7324N Feature ≤ ƒ Fx Handsfree Bottom right-hand button © © Hold ≥ ˙ ≥ Volume Control √ √ Release ® ® ® -<<< >>>+

P0607190 03 Feature codes You use Feature Codes to perform Call Center functions on your telephone. Feature Codes are assigned during installation. This guide shows the default Feature Codes. Call Center can also use custom Feature Codes. If the default Feature Codes are used by another application, your system automatically assigns custom Feature Codes. If your System Administrator has assigned custom Feature Codes, you can use the table “Feature Codes” on page 136 to record the Custom Feature Codes. To determine the Feature Codes 1 Press ≤·•⁄. 2 The display shows the name and number of the Log In/Log Out Feature Code. xx represents a number between 00 and 99. 3 Press NEXT. 4 The display shows the name and number of the Ready Mode Feature Code. 5 Press NEXT to see more Feature Codes. 6 When the display shows QUIT you have seen all the Feature Codes. 7 Press ® to end the session. Login/out: F9xx NEXT Ready Mode: F9xx NEXT

CallPilot 100/150 Basic Call Center Telephone Administration Guide Programming a memory button with a Feature Code Each Feature Code can be programmed to a memory button. We recommend that you use memory buttons with indicators to program the Feature Codes. A memory button indicator is the triangle next to a memory button. You can use memory buttons to monitor call activity, and view the Login/Logout and Not Ready status of agents. For information about how the status appears, refer to the Nortel Networks Call Center Agent Guide. For information about using programmed memory buttons to monitor call activity, refer to “Primary and Secondary alert times” on page 20. To program a memory button Use the paper labels that come with your telephone to identify the programmed button. To use the Feature Code, press the labeled button. 1 Press ≤•‹. Do not lift your handset. 2 The display shows Program Features. 3 Press a memory button with an LCD indicator. 4 Press ≤. 5 Enter the Feature Code number that you want to program. For example, enter ·‚· to program the Display Waiting Calls Feature Code. See the tables “Feature Codes used by Call Center agents and supervisors” on page 17 and “Agent Feature Codes” on page 17 for the Feature Codes. Repeat steps 1 through 5 for each Feature Code you want to program. 6 The display shows that the button is programmed, and then ends the session. Program Features Press a button QUIT Feature Code: QUIT F__ QUIT CLEAR Programmed

P0607190 03 Feature Codes used by the Call Center Administrator Use this Feature Code To... Open Mailbox ≤ ·°⁄ • open skillset mailboxes • record skillset mailbox greetings • listen to messages in the skillset mailbox Operator Settings ≤ ·°¤ • set or change the operator extension • indicate whether the operator is available • select the day and night service modes for skillsets • change the password for Operator Settings For more information on using the Operator Feature Code, refer to “Setting the Service Modes for skillsets” on page 123 and “Resetting the Operator password” on page 131. Voicemail DN ≤ ·°fi • display the skillset mailbox number (Control DN) for each skillset • display the extension for Message Waiting Indication for the skillset mailbox • reset the passwords of the Call Center Administrator and the operator For information on the Control DN, refer to “Determining a skillset mailbox number” on page 46. For information on resetting the Operator and Call Center Administrator passwords, refer to “Resetting the Call Center Administrator password” on page 26 and “Resetting the Operator password” on page 131. Display Waiting Calls Skillset Status ≤ ·‚· • view real-time status information about skillsets. You can see how busy your call center is so that you can adjust skillset staffing • view whether a skillset is enabled or disabled • view the number of agents logged on to the skillset • view the number of calls waiting • view the longest wait time of a call To provide easy, one-button access to the this feature, program a memory button that has an indicator with ≤ ·‚·. Refer to “Programming a memory button with a Feature Code” on page 15. Log on/Log off ≤·‚› • log agents off if they forget to log off. For information, refer to “Logging an agent off” on page 100. Monitor agents ≤·‚fi • lets you monitor agents Not Ready ≤·‚° • extend a Break Time period if agents need time after calls to do paperwork or wrap up tasks. For more information about Break Time properties for a skillset, refer to “Break Time” on page 35. Note: You can use The Log on/Log off and the Not Ready Feature Codes, but they are used primarily by agents. For information on the Feature Codes used by agents, refer to “Feature Codes used by Call Center agents and supervisors” on page 17.

CallPilot 100/150 Basic Call Center Telephone Administration Guide Feature Codes used by Call Center agents and supervisors If you have Custom Feature Codes, record them in the table “Feature Codes” on page 136. Agent Feature Codes For more information on Agent Feature Codes, refer to the Nortel Networks Call Center Agent Guide. For more information on Feature Codes used by supervisors, refer to the “Feature Codes used by the Call Center Administrator” on page 16. Agents use this Feature Code To... Open Mailbox ≤ ·°⁄ • access messages in a skillset mailbox Log on/Log off Monitor skillsets ≤·‚› • log on when they are in the office • view the status of the skillsets they are logged on to. Agents can program a memory button with the Log on/Log off Feature Code. The status of the calls waiting in the skillset is shown by the flash rate of the indicator. For more information refer to “Primary and Secondary alert times” on page 20. Not Ready ≤·‚° • activate or cancel the Not Ready feature on their telephone. If the work resulting from a call requires extra time to complete, an agent can use the Not Ready Feature Code to prevent Call Center from routing another call to them. If an agent makes a telephone call, or if a supervisor is monitoring a call, they first use the Not Ready Feature Code to activate the Not Ready feature. When the agent is ready to receive calls, they use this Feature Code to cancel the Not Ready feature and receive calls again. • If an agent does not answer a call within a certain number of rings, the call is returned to the skillset and the agent telephone is automatically placed into Auto Busy Mode or Auto Logout Mode. The agent must manually cancel the Auto Busy Mode feature by using the Not Ready Feature Code to continue to receive calls. Display Waiting Calls ≤ ·‚· • see, during peak call periods, which skillsets have the most call activity.

Chapter 3 Call Center general properties To set the Call Center general properties you: • set the Primary and Secondary alert times • set the number of Reserved channels • configure the lines to be answered by Call Center • set the line answering status If you do not have Call Center as your primary application, you must enable the Call Center software authorization code. You can also change the Call Center Administrator password if you lose the password or want to change it. Enabling the Call Center software authorization code 1 Press ≤·°‹. Enter the Call Center Administrator mailbox number and password, and then press OK. 2 Press ››. This option does not appear as a display button option. 3 Press ADD to display the system identification number or press VIEW to view the options that are enabled on the CallPilot system. 4 The display shows the system identification number. Press OK. 5 Enter the first eight numbers of the Call Center software authorization code and press OK. 6 Enter the second eight numbers of the Call Center software authorization code and press OK. 7 Enter the last eight numbers of the Call Center software authorization code and press OK. 8 Press ACCEPT to enable the keycode. 9 The display shows that the software authorization code is enabled. 10 Press ® to end the session. Log: QUIT RETRY OK Admin MBOX AA OTHR Options admin: ADD VIEW SN: xxxxxxxxxxx OK Key1: RETRY OK Key2: RETRY OK Key3: RETRY OK Call Center ACCEPT QUIT Enabled

P0607190 03 Setting Call Center general properties When you set up Call Center you must assign values for the general properties. The general Call Center properties are: Primary and Secondary alert times Alert times are time limits for calls waiting in skillsets. The Secondary alert time must be greater than the Primary alert time. You can have Primary and Secondary alerts for all the calls in the call center, or for just the calls waiting in skillsets that you are logged on to. If a call exceeds the Primary alert time: • a memory button indicator programmed with Display Waiting Calls (≤·‚·) flashes slowly. ≤·‚· flashes based on the status of all the calls in the call center. • a memory button indicator programmed with Agent Login (≤·‚›) flashes slowly. ≤·‚› flashes based on the status of the calls for the skillsets an agent is logged on to. If a call exceeds the Secondary alert time: • a memory button indicator programmed with Display Waiting Calls (≤·‚·) flashes quickly. ≤·‚· flashes based on the status of all the calls in the call center. • a memory button indicator programmed with Agent Login (≤·‚›) flashes quickly. ≤·‚› flashes based on the status of the calls for the skillsets an agent is logged on to. A slowly flashing indicator alerts you that a call has exceeded the Primary alert time. A quickly flashing indicator alerts you that a call has exceeded the Secondary alert time. The indicator stops flashing when the calls are handled. You assign alert times in minutes and seconds. There is no default value for alert times. For how to program a memory button, refer to “Programming a memory button with a Feature Code” on page 15. Note: Agents do not have to be logged on to see the Display Waiting Calls memory button flashing. A memory button must be programmed with the Display Waiting Calls Feature Code and the Primary alert time must be set up for the memory button to show waiting calls status.

CallPilot 100/150 Basic Call Center Telephone Administration Guide Reserved channels Reserved channels are voice channels that are reserved for use by Call Center. If you reserve channels for Call Center, you ensure that callers are played skillset announcements, and CallPilot does not use all of the voice channels. A reserved channel is used when: • a Call Center greeting plays to a caller • Off-premise Message Notification notifies you that there is a message in a skillset mailbox To set Call Center general properties 1 Press ≤·°‹. Enter the Call Center Administrator mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. 4 Press OTHR. 5 Press PARM. 6 Press CHNG if you want to change the number of reserved channels (from 0 - 6) and press NEXT or press NEXT. 7 Press CHNG to set a Primary Alert time or press NEXT and go to step 10. 8 Enter the Primary Alert time. This is a four digit field. Add a zero to any single digit hour or minute. 9 The display shows the Primary Alert time. Press NEXT. 10 Press CHNG to set a Secondary Alert time or press NEXT and go to step 13. Log: QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR CC Admin GRTG PARM Refresh chans: 1 CHNG NEXT Pri alert: xx:xx CHNG NEXT Pri alert mmss: RETRY Pri alert: xx:xx CHNG NEXT Sec alert: xx:xx CHNG OK

P0607190 03 11 Enter the Secondary Alert time. This is a four digit field. Add a zero to any single digit hour or minute. 12 The display shows the Secondary Alert time. Press OK. 13 Press ® to end the session. Sec alert mmss: RETRY Sec alert: xx:xx CHNG OK CC Admin GRTG PARM

CallPilot 100/150 Basic Call Center Telephone Administration Guide Configuring lines Before Call Center can answer an incoming line, you must assign the line to be answered by a Call Center skillset. You can configure a maximum of 15 lines for Basic Call Center. The line numbers can be any line number from 1 to 500. For each line that you want Call Center to answer, you assign: • the line to be answered by Call Center • the skillset that calls on this line go to • the number of rings before the line is answered You can record your line answering information in the table “Line answering” on page 142. You must disable a skillset and wait until there are no calls in the skillset before you can add lines to it. You cannot add lines to a skillset while it is in use. For how to disable a skillset refer to “Disabling a skillset” on page 40. Lines that are programmed to be answered by Call Center must not be programmed to be answered by another peripheral or application. To delay calls being answered, you can assign Call Center to answer incoming calls after a specified number of rings. The number of rings ranges from zero to 12. If the number of rings is zero, Call Center answers immediately. For analog lines equipped with Caller ID, you must set the number of rings to two or more. Caller ID information is not provided until just prior to the second ring, so if you set the number of rings to zero or one, Caller ID information is not relayed. Long distance charges start when a call is answered by Call Center. To minimize long distance charges, set the ring count higher than 0 so that calls spend more waiting time in a ringing state. Note: Target lines that are assigned to a B2 skillset cannot have their prime extension programmed as the Control DN of the skillset. This is restricted by the software. The recommended setting for these lines is blank. For information on how to program the prime extension, refer to the Norstar System Coordinator Guide.

P0607190 03 To configure lines for Call Center 1 Press ≤·°‹. Enter the Call Center Administrator mailbox number and password, and then press OK. 2 Press AA. 3 Press LINES. 4 Enter the line number and press OK. 5 Press CHNG. 6 Press CHNG. 7 Press SKILL. 8 Enter the number of the skillset you want to answer the line and press OK. 9 Press RINGS. 10 Press CHNG. 11 Enter the number of rings and press OK. 12 Press NEXT to configure another line or press ® to end the session. Log: QUIT RETRY OK Admin MBOX AA OTHR Auto Atdt Admin GRTG TABLE LINES Line number: RETRY OK Line: x Ans: No CHNG NEXT Line: x Ans: AA CHNG TABLE NEXT Line: x Ans: CC CHNG SKILL NEXT Skill number: RETRY OK Line: x Skill: 1 CHNG RINGS NEXT Line: x Rings: 0 CHNG ANS NEXT No of rings: RETRY OK Line: x Rings: x CHNG ANS NEXT

CallPilot 100/150 Basic Call Center Telephone Administration Guide Setting the Answer Lines status The Answer Lines status determines whether Call Center answers the assigned lines. If the Answer Line status is set to Yes, Call Center answers the lines assigned as Call Center and CallPilot answers the lines assigned as AA. If the Answer Line status is set to No, neither Call Center nor CallPilot answers lines. To set the Answer Lines status 1 Press ≤·°¤. Enter the Operator password, and then press OK. The default Operator password is fl‡‹‡¤°fl‡ (Operator). To change the Operator password refer to “Resetting the Operator password” on page 131. 2 Press OPER. 3 Press NEXT 4 Press NEXT. 5 Press CHNG. If you set Answer Lines to N the display shows Disabling... If you set Answer Lines to Y the display shows Enabling... 6 Press ® to end the session. Pswd: RETRY OK Choose option OPER MODE Atdt avail: x CHNG NEXT Business open: x CHNG NEXT Answer lines? N CHNG NEXT

P0607190 03 Resetting the Call Center Administrator password You can reset the Call Center Administrator password by resetting the password to the default password and then creating a new password. You can reset the password to keep the system secure, and to create a new password if you forget the Call Center Administrator password. If you reset the password, you must log on to the Call Center Administrator mailbox using the default password 0000 and create a new password. To reset the Call Center Administrator password Warning: Change the System Administrator password frequently to minimize the risk of unauthorized activity. If you reset the Call Center Administrator password, log on to the Call Center Administrator mailbox and create a new password immediately to prevent unauthorized access to the system. Default Call Center Administrator Mailbox number and password combinations For a mailbox number length of... the default Call Center Administrator Mailbox number is... and the default Call Center Administrator Mailbox password is... so the combined mailbox number and password is... 2 12 0000 120000 3 102 0000 1020000 4 1002 0000 10020000 5 10002 0000 100020000 6 100002 0000 1000020000 7 1000002 0000 10000020000 1 Press ≤·°fi. The Voicemail DN appears on your display. 2 Press ·. 3 Enter Resetsmpswd or ‡‹‡‹°‡fl‡‡·‹ and press OK or £. 4 Press YES. 5 This display appears. 6 Press ≤·°⁄. Log on by following the voice prompts. Use the default password 0000. Set OK Pswd: RETRY OK Pswd: RETRY OK Reset pswd? YES NO Exit

CallPilot 100/150 Basic Call Center Telephone Administration Guide 7 This display appears briefly to indicate that you must change your password. 8 Enter a new password from four to eight digits long that does not start with zero. Press OK or £. 9 Reenter your new password and press OK or £. 10 Press ® to end the session. Must change pswd Pswd: RETRY OK Again: RETRY OK Password OK

Chapter 4 Call Center greetings About Call Center greetings Call Center greetings encourage callers to stay on the line until an agent is available. You can record greetings in different languages and change them as often as you like. You can record a maximum of 10 Call Center greetings. You can include information in your greetings such as: • your hours of service • a request for callers to have their account number ready • how to leave a message • an announcement of a sale • product lists • upcoming special events Types of Call Center greetings You can record different types of greetings for Call Center. Before you record your greeting, determine what information the greeting includes. When you prepare your greeting, include important times and dates. Keep greetings as short and concise as possible. Use the following examples of greetings as a reference. General company greeting The general company greeting tells callers they have reached the correct company. It can also include the location and business hours of your company. “Thank you for calling Bridgestone Computers. We are located at 52 Main Street. Our hours of service are Monday to Friday from 8:00 until 5:00. Please stay on the line and an agent will be with you as soon as possible. Or press 0 to leave a message and one of our agents will return your call.” Please wait greeting Please wait greetings encourage callers to stay on the line. “All our agents at Bridgestone Computers are currently busy, but please hold as your call is very important to us.“ Information greeting An information greeting provides messages and announcements to callers. “Thank you for calling Bridgestone Computers. This week we have extended our hours until we sell all spring merchandise. We will be open until 9:00 pm Monday through Thursday, and we will be open until midnight on Friday! Please come in and see us at 52 Main Street.”

P0607190 03 Recording a Call Center greeting Before you record a greeting, write the greeting out so that you include everything that you want to say. We recommend that you record greetings that are a maximum of 20 seconds long. If your greetings are longer than 20 seconds, callers must wait in a skillset a longer time before they hear another greeting. To record a Call Center greeting Transfer greeting A transfer greeting lets a caller transfer their call. “Please press 1 to leave a message and one of our agents will return your call. Press 2 to return to the previous choices.” Non-business hours greeting Your non-business hours greeting will be played after your business is closed: “You have reached Bridgestone Computers. Our hours of service are Monday to Friday from 8:00 until 12:00 and 1:00 until 5:00. To leave a message, please press 0. An agent will return your call when we re-open. Thank you for calling.” 1 Press ≤·°‹. Enter the Call Center Administrator mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. 4 Press OTHR. 5 Press GRTG. 6 Enter the number of the greeting you want to record and press OK. 7 Lift the handset and press REC. 8 Record your greeting using the telephone handset. Do not use handsfree. When you are finished press OK. Log: QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR CC Admin GRTG PARM CC greeting: RETRY OK CC greeting: x RETRY PLAY REC Record greeting: RETRY OK

CallPilot 100/150 Basic Call Center Telephone Administration Guide 9 Press OK to accept the greeting or press PLAY to listen to the greeting or press RETRY to re-record the greeting. 10 Enter another greeting number and press OK to record another greeting or press ® to end the session. Accept greeting? RETRY PLAY OK CC greeting: RETRY OK

Chapter 5 Setting up skillsets About skillsets Call Center skillsets answer and distribute calls to agents as they become available. Skillsets hold calls for different call center departments, such as sales and technical support. You can have a maximum of two skillsets for Basic Call Center. You cannot change the properties of a skillset while it is enabled. You must disable the skillset. If you want to change the CDN, disable the skillset and wait until there are no calls in the skillset before you change the CDN. How incoming calls are sent to a skillset Incoming calls are sent to a skillset in one of the following ways: • You assign a line to be answered directly by a skillset. For information about configuring lines refer to “Configuring lines” on page 23. • A receptionist, agent or subscriber receives a call and transfers the call to a skillset. They can transfer the call to a skillset by pressing ≤‡‚ or TRANSFER and entering the CDN of the skillset. The receptionist, agent or subscriber must not use the Call Pickup feature. • The Automated Attendant or a CCR Tree answers the call and the caller makes a selection that routes them to the CDN of the skillset. • Calls can be forwarded to the Voicemail extension of the skillset by Call Forward All Calls (CFAC), Call Forward No Answer (CFNA) or Call Forward On Busy (CFB). For information about these features, refer to the Norstar System Coordinator Guide. Note: Agents are restricted in how they can use CFAC, CFNA and CFB. For more information refer to “Important considerations about how agents use features” on page 132.

P0607190 03 Skillset properties Skillset The number, either 1 or 2, that is assigned to the skillset. Control DN The Control Directory Number is the extension associated with the skillset. Incoming calls transfer to the CDN of each skillset from extensions, the Automated Attendant or Custom Call Routing. The CDN is the skillset mailbox number. When you assign a CDN to a skillset: • It can be a B1 extension number that is not connected to any telephone or peripheral. • It can be a B2 extension that is not connected to a B2 application. • If a telephone or any other device uses the same extension the call center will not answer calls. • The range of B1 and B2 extensions can be determined by using the Unified Manager. The DNs do not have to be physically equipped with a Media Bay Module. • The system assigns a skillset mailbox that uses the CDN as its mailbox number. You must initialize the mailbox before you can use the skillset or the mailbox. • Do not rename a telephone DN to a telephone DN used by Call Center. • It is possible for i2004 devices to be assigned to the DN used by Call Center. The user does not receive an error message if this happens, even though i2004 devices usually warn a user if there are conflicting telephone DNs. Therefore, it is imperative that the i2004 programming record contains a list of CDNs used by Call Center. Limitations for B1 and B2 extensions: • A B1 extension number is the extension number that you dial to call a telephone or peripheral. A B2 extension is a spare extension that exists with every telephone but is generally not used. Some peripherals use a B2. • Both B1 and B2 extensions can answer external calls. • Both B1 and B2 extensions can have external calls transferred to them by a third person. • B1 extensions allow a set to be CFB or CFNA to them. B2 extensions do not support CFB or CFNA. Therefore a skillset that uses a B2 CDN cannot have calls forwarded to it from telephone programming. • B2 CDNs cannot be used as a prime set for target lines. • Since assigning CDNs does not require additional hardware, we recommend using B1 CDNs over B2 CDNs. B1 CDNs have better functionality than B2 CDNs. Name The skillset name is displayed: • on Call Center displays to identify the skillset • in reports • as the skillset mailbox name The skillset name can be a maximum of 16 characters. If you do not enter a name, the skillset name defaults to SKILLx where x is the skillset number. The name for each skillset is the same as the skillset mailbox name.

CallPilot 100/150 Basic Call Center Telephone Administration Guide MWI ext (Message Waiting Indication extension) The Message Waiting Indication extension is an optional telephone number that indicates that a skillset mailbox has messages waiting. The MWI extension that you assign shows Message for you on the telephone display when there are new messages in the skillset mailbox. The MWI DN defaults to None. If you forget the MWI extensions for a skillset mailbox, you can view the MWI extensions by using the procedure “Determining a skillset mailbox number” on page 46. Method of Call Distribution The method of call distribution determines to which of several available agents to route the call. There are two methods of call distribution: Longest Idle and Preferred. Longest Idle routes the call to the agent who has been available the longest. Preferred routes the call to the agent with the highest priority (best qualified agent is 1). If there are several agents with the highest priority, the agent available longest with that priority is selected. The default method of call distribution is Longest Idle. Break Time Break Time is a time period for agents to complete paperwork after they finish a call. After an agent completes a call, they are taken out of the skillset for the Break Time. The agent can extend or cancel the Break Time by using the Not Ready Feature Code. For more information, refer to “Not Ready” on page 16. The Break Time period can last from zero to 59 minutes, 59 seconds. The Break Time defaults to 30 seconds. You can change the Break Time period to zero if an agent does not need a Break Time. Delay Answer Delay Answer is a toll-saving feature that prevents Call Center from answering calls and playing greetings when there are no agents available. When a call comes in on a line belonging to a skillset that has no free agents, the call is not answered until either the Delay Answer time elapses or an agent becomes available, whichever happens first. During the Delay Answer time, the waiting callers hear ringback. To activate the Delay Answer feature, enter a time for Delay Answer. The Delay Answer time can be a minimum of zero seconds and a maximum of 10 minutes. The default Delay Answer time is 00:00. Attendant extension The attendant extension is the extension used if a caller presses the Operator key during a greeting step, a transfer step, or while listening to a mailbox greeting. The attendant extension is optional. If you do not assign an attendant extension, the call is sent to the system attendant extension. Language preference Language preference can be either Primary or Alternate. The language preference is the language choice used for prompting callers who transfer to the Automated Attendant or CCR. You can choose a language preference only if your system is configured as bilingual.

P0607190 03 Setting up a skillset You can record skillset properties in the table “Call Center skillsets” on page 137. To set up a skillset 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. 4 Press SKILL. 5 Enter the number of the skillset you want to set up and press OK. 6 Press SETUP. 7 Press CHNG to assign a name to the skillset or press NEXT if you do not want to assign a name to the skillset and go to step 10. If you do not enter a skillset name the skillset name defaults to SKILLx, where x is the skillset number, as shown here. 8 Enter the skillset name and press OK. For how to enter characters on the dialpad refer to “Using the dialpad” on page 12. 9 The skillset name is displayed. Press NEXT. 10 Enter the CDN of the skillset and press OK. 11 Press NEXT. 12 If you want to assign an MWI extension, press CHNG or if you do not want to assign an MWI extension, press NEXT and go to step 15. 13 Enter the extension of the telephone you want to use for MWI and press OK. Log: QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Skillset: RETRY QUIT OK Status: uninit SETUP QUIT SKILLx CHNG NEXT Skillset name: RETRY BKSP OK xxxx CHNG NEXT CDN: RETRY OK CDN: xx CHNG NEXT MWI ext: xx CHNG NEXT Ext: RETRY OK

CallPilot 100/150 Basic Call Center Telephone Administration Guide 14 Press NEXT. 15 Press NEXT. 16 Press CHNG to change the method of call distribution to Preferred (Prefer) and press NEXT or press NEXT to accept the default of Longest idle (Idle). 17 Press CHNG if you want to change the default Break time or press NEXT to accept the default time 00:30 and go to step 20. 18 Enter the Break time and press OK. This is a four digit field. Add a zero to any single digit hour or minute. 19 Press NEXT. 20 Press CHNG to set up a Delay Answer time or press NEXT and go to step 23. 21 Enter a Delay Answer time and press OK. This is a four digit field. Add a zero to any single digit hour or minute. 22 Press NEXT. 23 Press CHNG to assign an attendant to the skillset or press NEXT and go to step 26. 24 Enter the extension number of the attendant set. 25 Press NEXT. 26 Press CHNG to use the alternate language prompts and press NEXT or press NEXT to use the primary language prompts. 27 Press CHNG to change the service mode for Monday or press NEXT. MWI ext: xx CHNG NEXT Password RESET NEXT Method: Idle CHNG NEXT Break: 00:30 CHNG NEXT Break mmss: RETRY OK Break: xx:xx CHNG NEXT Delay ans: 00:00 CHNG NEXT Delay ans mmss: RETRY OK Delay ans: xx:xx CHNG NEXT Atdt: (none) CHNG NEXT Ext: RETRY QUIT Atdt: xx CHNG NEXT Prompt lang: pri CHNG NEXT Mo: 24 hour CHNG NEXT

P0607190 03 28 Enter the Day Routing Table start time and press OK. This is a four digit field. Add a zero to any single digit hour or minute. 29 Press AM or PM. 30 Enter the Night Routing Table start time and press OK. This is a four digit field. Add a zero to any single digit hour or minute. 31 Press AM or PM. 32 The start times for the Day and Night Routing Tables for Monday are shown. Press NEXT. 33 Repeat steps 26 through 31 to set up the Day and Night Routing Tables for the rest of the week. 34 Press ® to end the session or repeat steps 4 through 33 to set up another skillset. Day start: hhmm RETRY OK Day hhmm: xxxx RETRY AM PM Night start: hhmm RETRY OK Night hhmm: xxxx RETRY AM PM Mo: xxxxa-xxxxp CHNG 24HR NEXT Tu: 24 hour CHNG NEXT

CallPilot 100/150 Basic Call Center Telephone Administration Guide Enabling a skillset After you set up a skillset, calls will not be answered until you enable it. If you disable a skillset, no new calls are accepted in the skillset. Calls that are in the skillset are distributed until the calls are ended. Before you can enable a skillset you must: • set up the skillset using the procedure “To set up a skillset” on page 36 • initialize and record a greeting for the skillset mailbox using the procedure “Initializing a skillset mailbox” on page 48 • set up the Day and Night Routing Tables using the procedures in Chapter 9, “Routing table administration,” on page 103. To enable a skillset 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. 4 Press SKILL. 5 Enter the number of the skillset you want to enable and press OK. 6 Press CHNG to change the status from disabled to enabled. 7 The display shows that the skillset is enabled. 8 Press ® to end the session. Log: QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Skillset: RETRY QUIT OK Status: Disabled CHNG NEXT Status: Enabled CHNG NEXT

P0607190 03 Disabling a skillset You must disable a skillset if you want to change the skillset properties or administer the lines. If you disable a skillset, no new calls go to the skillset. Any calls that are in the skillset are distributed until the calls are ended. To disable a skillset 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. 4 Press SKILL. 5 Enter the number of the skillset you want to disable and press OK. 6 Press CHNG to change the status from enabled to disabled. 7 The display shows that the skillset is disabled. 8 Press ® to end the session. Log: QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Skillset: RETRY QUIT OK Status: Enabled CHNG NEXT Status: Disabled CHNG NEXT

CallPilot 100/150 Basic Call Center Telephone Administration Guide Changing skillset properties You cannot change the properties of a skillset while it is enabled. You must disable the skillset. If you want to change the CDN, disable the skillset and wait until there are no calls in the skillset before you change the CDN. To change a skillset 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. 4 Press SKILL. 5 Enter the number of the skillset you want to change and press OK. 6 The display shows whether the skillset is enabled or disabled. You must disable the skillset before you make changes to it. To disable the skillset Press CHNG and press NEXT to continue. 7 Press PARM. 8 Press CHNG if you want to change the name of the skillset or press NEXT and go to step 11. 9 Enter the new skillset name and press OK. For how to enter characters on the dialpad, refer to “Using the dialpad” on page 12. 10 Press NEXT. 11 The skillset’s CDN is displayed. Press CHNG to change the CDN or press NEXT and go to step 14. 12 Enter the CDN and press OK. 13 Press NEXT. Log: QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Skillset: RETRY QUIT OK Status: xxxxxxx CHNG NEXT Skillset Admin PARM AGENT ROUTE CHNG NEXT Skillset name: RETRY BKSP OK CHNG NEXT CDN: CHNG NEXT CDN: RETRY OK CDN: CHNG NEXT

P0607190 03 14 Press CHNG to assign or change an MWI ext or press NEXT to accept the default of no MWI and go to step 17. 15 Enter the extension for MWI and press OK. 16 Press NEXT. 17 Press RESET to reset the password for the skillset mailbox or press NEXT to continue. 18 Press CHNG to change the method of call distribution or press NEXT. 19 Press CHNG to change the Break time or press NEXT and go to step 21. 20 Enter the Break time and press OK. This is a four digit field. Add a zero to any single digit hour or minute. 21 Press CHNG to change the Delay Answer time or press NEXT and go to step 24. 22 Enter the Delay answer time and press OK. This is a four digit field. Add a zero to any single digit hour or minute. 23 Press NEXT. 24 The display shows whether the skillset has an attendant extension assigned. Press CHNG to change the attendant extension or press NEXT and go to step 27. 25 Enter the attendant extension. 26 Press NEXT. 27 Press CHNG to change the prompt language or press NEXT. MWI ext: CHNG NEXT Ext: RETRY OK MWI ext: CHNG NEXT Password RESET NEXT Method: xxxx CHNG NEXT Break: xx:xx CHNG NEXT Break: mmss: RETRY OK Delay ans: xx:xx CHNG NEXT Delay ans mmss: RETRY OK Delay ans: xx:xx CHNG NEXT Atdt: (xxxx) CHNG NEXT Ext: RETRY QUIT Atdt: xx CHNG NEXT Prompt lang: xxx CHNG NEXT

CallPilot 100/150 Basic Call Center Telephone Administration Guide 28 The display shows the Monday Routing Table method. In this example the Routing Table is in 24 hour mode. Press CHNG to change the Routing Table method or press NEXT and go to step 33. 29 Enter the Day Routing Table start time and press OK. This is a four digit field. Add a zero to any single digit hour or minute. 30 Press AM or PM. 31 Enter the Night Routing Table start time and press OK. This is a four digit field. Add a zero to any single digit hour or minute. 32 Press AM or PM. 33 The display shows the Monday Routing Table start times. Press CHNG to change the start times and follow steps 31 through 34 or press 24HR to use 24 hour service for Monday or press NEXT to continue. 34 The display shows the Tuesday Routing Table method. In this example the Routing Table has Day and Night Routing Table start times programmed. 35 Press CHNG to change Day or Night Routing Table start times or press 24HR to use 24 Hour mode for Tuesday or press NEXT to continue. 36 The display shows the Wednesday Routing Table method. Continue to change the Routing Tables start times for each day of the week. 37 Press ® to end the session. Mo: 24 hour CHNG NEXT Day start: hhmm RETRY OK Day hhmm: xxxx RETRY AM PM Night start: hhmm RETRY OK Night hhmm: xxxx RETRY AM PM Mo: xxxxa-xxxxp CHNG 24HR NEXT Tu: xxxxa-xxxxp CHNG 24HR NEXT Tu: xxxxa-xxxxp CHNG 24HR NEXT Mo: 24 hour CHNG NEXT

P0607190 03 Unconfiguring a skillset If you unconfigure a skillset, you erase the programming for the skillset. You can then reprogram the skillset. To unconfigure a skillset: • Disable the skillset and wait until all the calls are distributed. Refer to “Disabling a skillset” on page 40. • Erase the Routing Tables. Refer to “Erasing a Routing Table” on page 122. • Delete agents from the skillset. Refer to “Deleting an agent” on page 101. • Change the line configuration for the skillset if you have assigned a line to the skillset. “Configuring lines” on page 23. • Change the properties for the skillset, including the CDN. “Changing skillset properties” on page 41.

Chapter 6 Setting up skillset mailboxes About skillset mailboxes Each skillset has a mailbox that stores messages left by callers. A skillset mailbox is created automatically when you set up a skillset. There is one skillset mailbox for each skillset. The skillset mailbox number is the same as the Control Directory Number (CDN) of the skillset. Skillset mailboxes have these Class of Service settings: • use the primary prompt language • maximum message time is 15 minutes • maximum message length is three minutes • maximum message retention is 30 days • maximum greeting length of one minute • Off-premise message notification enabled with a retry interval of five minutes and three attempts • Outbound Transfer is enabled • maximum number of incorrect password attempts is nine • password expires in 90 days • Networking is enabled if you have the Message Networking option enabled • Personal Target Attendant is enabled • Record Call is not enabled • prompt language is Primary • user interface is Norstar Voice Mail The default Class of Service for skillset mailboxes is 1. To prepare a skillset mailbox to receive messages: • Know the skillset mailbox number (CDN) of each skillset mailbox. If you do not know the skillset mailbox number, refer to “Determining a skillset mailbox number” on page 46 • Initialize the skillset mailbox. Refer to “Initializing a skillset mailbox” on page 48. • Record the skillset mailbox greetings. Refer to “Recording skillset mailbox greetings” on page 53. You can use the table “Skillset mailboxes” on page 140 to record the skillset mailboxes you set up.

P0607190 03 Determining a skillset mailbox number You must know a skillset mailbox number before you can set up the skillset mailbox. The skillset mailbox number is the mailbox’s Control DN. If you know the skillset mailbox number, you can initialize the mailbox. Refer to “Initializing a skillset mailbox” on page 48. To determine a skillset’s mailbox number and Message Waiting Indication telephone While you use ≤·°fi you can: • press ⁄ for GOTO to enter the number of the skillset you want to monitor • press ¤ for SKILL to monitor the next enabled skillset • press ‹ or fl for NEXT • press › for PREV to go to previous menu • press £ to go to the next menu • press • to cancel the session 1 Press ≤·°fi. 2 Press NEXT. 3 The skillset mailbox number for skillset 1 is displayed. If None appears the skillset is not configured. Press NEXT to continue. 4 The Message Waiting Indication (MWI) extension is displayed. If there are messages in the skillset 1 mailbox, MWI appears at this extension. You assign the MWI extension when you set up the skillset. If Unavail appears you have not set up an MWI extension. 5 Press NEXT to view the skillset mailbox number and MWI extension for the next skillset or press GOTO to view another skillset and enter the skillset number. 6 Press ® to end the session. Set xxxx NEXT CDN 1: xx GOTO SKILL NEXT Ext 1: xx GOTO SKILL NEXT

CallPilot 100/150 Basic Call Center Telephone Administration Guide Checking which telephone mailbox interface you use CallPilot supports two interfaces: Norstar Voice Mail and CallPilot. The Call Center Administrator determines which interface is assigned to the mailbox. For how to change your mailbox interface refer to: • the CallPilot Manager Set Up and Operation Guide for how to change your interface using CallPilot Manager • the CallPilot Telephone Administration Guide for how to change your interface using a telephone Follow the procedures that apply to the interface you use. Some procedures apply to both interfaces. 1. Press ≤·°⁄. Follow the voice prompts or the display button options to open your mailbox. 2. Check the display to see which interface you use: This is the Norstar Voice Mail interface. This is the CallPilot interface. 3. Press ® to end the session. 0 new 0 saved PLAY REC ADMIN No messages COMP MBOX EXIT

P0607190 03 Initializing a skillset mailbox You must initialize a skillset mailbox before you can retrieve or listen to messages that are left in it, and before you can enable its skillset. Choose a password for the skillset mailbox that is between four to eight digits long and does not start with zero. Give the skillset mailbox passwords to the agents who are responsible for retrieving messages. Initializing a skillset mailbox involves: • choosing a password from four to eight digits long that does not start with zero • changing the skillset mailbox default password to the new password • recording the skillset mailbox name in the Company Directory To initialize a skillset mailbox 1 Press ≤·°⁄. 2 Log on by following the voice prompts. Use the skillset mailbox number and ‚‚‚‚, the default password. 3 This display appears briefly to indicate that you must change the password. 4 Enter a new skillset mailbox password from four to eight digits long that does not start with zero. Press OK or £. 5 Reenter the skillset mailbox password and press OK or £. 6 At the tone, record the skillset mailbox name in the Company Directory. Do not use handsfree. Include the skillset mailbox number in the recording, For example, “Sales, mailbox 5813.” Press OK or £ to end the recording. 7 Press OK or £ to accept the recording or press PLAY or ⁄ to listen to the recording or press RETRY or ¤ to re-record your name. 8 The recorded name plays and the skillset mailbox name is displayed. The skillset mailbox name is the name you entered when you set up the skillset properties. 9 Press ® to end the session. Must change pswd Pswd: RETRY OK Again: RETRY OK Record name: RETRY OK Accept name? RETRY PLAY OK

CallPilot 100/150 Basic Call Center Telephone Administration Guide Opening a skillset mailbox You can open an initialized skillset mailbox from: • your extension • another extension • an outside tone dial telephone To open a skillset mailbox - Norstar Voice Mail To open a skillset mailbox - CallPilot 1. Press ≤·°⁄. 2. Enter the skillset mailbox password and press OK or £ or if you are at another extension, or if you are using a Guest mailbox, press OTHR or • to display the Log: prompt. When this prompt appears, enter the skillset mailbox number and password. 3. After you open the skillset mailbox, the telephone display shows how many new and saved messages are in the mailbox. 1. Press ≤·°⁄. 2. Press £ or if you are at another extension, enter the skillset mailbox number and then press OK or £. 3. Enter the skillset mailbox password and press OK or £. Pswd: OTHR RETRY OK 1 new 1 saved PLAY REC ADMIN Mbox: RETRY OK Pswd: RETRY OK

P0607190 03 Opening a skillset mailbox remotely To open a skillset mailbox from an outside telephone • If a skillset mailbox is a Mailbox node in a CCR Tree, enter the digits and you automatically transfer to the skillset mailbox or • Call an Operator, receptionist or subscriber and ask them to transfer you to the skillset mailbox number using ≤·°fl. • After you reach the skillset mailbox, press •• during the greeting to open the skillset mailbox. If you are in Europe or Australia press °°. • At the voice prompt, enter the skillset mailbox number and password and press £. Follow the voice prompts. To open a skillset mailbox directly from an outside telephone Follow either procedure to open a skillset mailbox remotely. 1 Call a telephone line that is answered by the Automated Attendant. 2 Press •• during the Automated Attendant Menu prompt. If you are in Europe or Australia press °°. 3 Enter the skillset mailbox number and password, and then press £. 4 Follow the voice prompts. or 1 Call your extension number. 2 Press •• during your personal greeting. If you are in Europe or Australia press °°. 3 Enter the skillset mailbox number and password, and then press £. 4 Follow the voice prompts.

CallPilot 100/150 Basic Call Center Telephone Administration Guide Skillset mailbox password To decrease the chances of unauthorized access to a skillset mailbox, change its password regularly, we suggest every 30 days. Keep a written copy of the skillset mailbox passwords in “Skillset mailboxes” on page 140. Give the skillset mailbox passwords only to the agents who retrieve messages at your call center. For security reasons, choose an uncommon password, not a predictable password like 1234 or 1111. If someone knows a skillset mailbox password, they can access the skillset mailbox and play or delete messages. They can also access CallPilot and use it fraudulently or disrupt service. Changing a skillset mailbox password You can change a skillset mailbox password at any time. A password must be from four to eight digits long and cannot start with zero. To change a skillset mailbox password 1 Press ≤·°⁄. Follow the voice prompts or the display buttons to open the skillset mailbox. 2 The skillset mailbox name appears briefly and the recorded name plays. 3 If you use the CallPilot interface: • Press °› to open the Mailbox Password menu • Go to step 4 If you use the Norstar Voice Mail interface: • Press ADMIN or ° • Press PSWD or › • Go to step 4 4 Enter your new mailbox password and press OK or £. 5 Re-enter your new mailbox password and press OK or £. 6 This display appears briefly. 7 Press ® to end the session. Pswd: RETRY OK Again: RETRY OK Password OK

P0607190 03 Resetting a skillset mailbox password You must disable the skillset before you reset the password. To reset a skillset mailbox password Note: Reset a password if the agent who accesses the skillset mailbox forgets the password or is “locked-out”. The password for the reset mailbox is 0000. The agent who accesses the skillset mailbox cannot retrieve messages until they create a new password. Tell the agent to change the default password as soon as possible. While the skillset mailbox has the default password, the mailbox is vulnerable to unauthorized access. 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. 4 Press SKILL. 5 Enter the number of the skillset whose mailbox password you want to reset and press OK. 6 The display shows whether the skillset is enabled or disabled. Press NEXT if the skillset is disabled or press CHNG and then press next if the skillset is enabled. 7 Press PARM. 8 The display shows the name of the skillset mailbox. Press NEXT. 9 The display shows the CDN of the skillset mailbox. Press NEXT. 10 Press NEXT. 11 Press RESET to reset the password for the skillset mailbox. The password is reset to 0000. 12 This display appears briefly. 13 Press ® to end the session. Log: QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Skillset: RETRY QUIT OK Status: xxxxxxx CHNG NEXT Skillset Admin PARM AGENT ROUTE CHNG NEXT CDN: CHNG NEXT MWI ext: CHNG NEXT Password RESET NEXT Password reset

CallPilot 100/150 Basic Call Center Telephone Administration Guide Recording skillset mailbox greetings After you initialize a skillset mailbox, record the greetings for it. You can record Primary, Alternate and Personalized greetings for each skillset mailbox. You record a Primary skillset mailbox greeting for everyday use. The Alternate skillset mailbox greeting is an optional greeting you can record for special circumstances. If your call center subscribes to Caller ID, you can record Personalized skillset mailbox greetings. If you record Primary and Alternate skillset mailbox greetings, you must choose which greeting plays to callers who reach the skillset mailbox. You can also record greetings in an Alternate Language. Callers can press · while the greeting is playing to listen to the voice prompts in the Alternate Language. Remember to inform callers in the Primary skillset mailbox greeting that they can press · to hear the Alternate Language. If the Operator Status is set to Yes, and a caller presses ‚ during the skillset mailbox greeting, the caller transfers to the receptionist or Operator. For information about Operator Status, refer to the CallPilot Manager Set Up and Operation Guide. Inform callers in the skillset mailbox greetings that they can press ‚ to speak to the receptionist or Operator. If the Operator Status is set to No, a caller who presses ‚ during the skillset mailbox greeting is informed the Operator is not available, and is transferred to the skillset mailbox. Examples of Primary and Alternate greetings You must record a Primary greeting for each skillset mailbox. In the Primary greeting include the skillset mailbox name that is listed in the Company Directory. For example: “Hello. You have reached the Sales Department at Bridgestone Computers. At the sound of the tone, please leave your name, telephone number and a brief message. One of our agents will return your call as soon as possible. Thank you.” You can record an Alternate greeting for each skillset mailbox. Use an Alternate greeting for special circumstances. In the Alternate skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory. For example: “Season’s Greetings! You have reached the Sales Department at Bridgestone Computers. At the sound of the tone, please leave your name, telephone number and a brief message. One of our agents will return your call when we re-open on December 27. Thank you.”

P0607190 03 To record a Primary or Alternate skillset mailbox greeting 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2 The skillset mailbox name appears briefly. 3 If you use the CallPilot interface: • Press °¤ to open the Greetings Options menu • Go to step 4 If you use the Norstar Voice Mail interface: • Press ADMIN or ° • Press GREET or ¤ • Go to step 4 4 Press REC or ⁄. 5 Press PRIME or ⁄ to record the Primary greeting or press ALT or ¤ to record the Alternate greeting. If you are changing a greeting, the current greeting starts to play. 6 If this is the first time you are recording a greeting, this display appears briefly. 7 Press YES or ⁄ and record your greeting at the tone. 8 Press OK or £ to end the recording. 9 Press OK or £ to accept the recording or press PLAY or ⁄ to listen to the greeting or press RETRY or ¤ to rerecord the greeting. 10 Press ® to end the session. Greeting options REC CHOOSE CFWD Greeting: PRIME ALT PERS Not recorded Record new? YES NO QUIT Record greeting: RETRY OK Accept greeting? RETRY PLAY OK

CallPilot 100/150 Basic Call Center Telephone Administration Guide Choosing a Primary or Alternate skillset mailbox greeting If you record a Primary and an Alternate skillset mailbox greeting, you must choose which greeting plays. You can change the selection at any time and as often as needed. If you do not choose a greeting, the Primary skillset mailbox greeting plays. If you choose the Alternate mailbox greeting, you must set whether the mailbox accepts messages. If you choose Yes the skillset mailbox receives messages in the normal way. If you choose No: • messages cannot be left in the skillset mailbox • the Alternate mailbox greeting takes precedence over all other greetings • if a caller presses a button to fast forward the message, they hear a voice prompt that says this is a special greeting • if a caller presses a button to send a fax, the fax goes to the General Delivery Mailbox, not the skillset mailbox. If you choose the Alternate mailbox greeting, remember to change back to the Primary mailbox greeting at the appropriate time. To choose a Primary or Alternate skillset mailbox greeting 1 Press ≤·°⁄. Follow the voice prompts or the display button options on your telephone to open the skillset mailbox. 2 The skillset mailbox name appears briefly. 3 If you use the CallPilot interface: • Press °¤ to open the Greetings Options menu • Go to step 4 If you use the Norstar Voice Mail interface: • Press ADMIN or ° • Press GREET or ¤ • Go to step 4 4 Press CHOOSE or ¤ to select a greeting. 5 Press PRIME or ⁄ to select the Primary mailbox greeting and go to step 7 or press ALT or ¤ to select the Alternate mailbox greeting and go to step 6. Greeting options REC CHOOSE CFWD Use greeting: PRIME ALT QUIT

P0607190 03 6 If you choose the Alternate mailbox greeting, you are asked whether the mailbox can accept messages. Press CHNG or ⁄ to toggle from yes to no or press OK or £ to accept. 7 Press ® to end the session. Accept msgs:Y CHNG OK

CallPilot 100/150 Basic Call Center Telephone Administration Guide Recording a Personalized skillset mailbox greeting If your call center subscribes to Caller ID, you can record a maximum of three Personalized greetings for each skillset mailbox. For Personalized skillset mailbox greetings, you program Call Center to recognize a specific telephone number. The Personalized skillset mailbox greeting plays only for a call from the specific telephone number. If you record a Personalized greeting, program the skillset mailbox to receive messages and choose an Alternate mailbox greeting, the Personalized greeting takes precedence over any other greetings. If you program the skillset mailbox not to receive messages and choose an Alternate mailbox greeting, the Alternate mailbox greeting takes precedence over any other greeting, including Personalized mailbox greetings. In the Personalized skillset mailbox greeting include the skillset mailbox name that is listed in the Company Directory. For example: “Hi John. You have reached the Sales Department at Bridgestone Computers. At the sound of the tone, please leave your order. One of our agents will return your call if you need to speak to someone directly. Thank you.” To record a Personalized skillset mailbox greeting 1 Press ≤·°⁄. Follow the voice prompts or the display button options on your telephone, to open the skillset mailbox. 2 The skillset mailbox name appears briefly. 3 If you use the CallPilot interface: • Press °¤ to open the Greetings Options menu • Go to step 4 If you use the Norstar Voice Mail interface: • Press ADMIN or ° • Press GREET or ¤ • Go to step 4 4 Press REC or ⁄. 5 Press PERS or ‹ to record a Personalized greeting. 6 Enter a Personalized greeting number of 1, 2 or 3. 7 Press CHNG or ⁄. Greeting options REC CHOOSE CFWD Greeting: PRIME ALT PERS Greeting: RETRY OK Ph: CHNG OK

P0607190 03 Deleting a Personalized mailbox greeting If you no longer need a Personalized mailbox greeting, you can delete it. 8 Enter the telephone number (maximum 10 digits) that you are assigning the Personalized mailbox greeting to. Press OK or £ to accept the telephone number. 9 Lift your handset. At the tone, record your greeting. Press OK or £ to end the recording. 10 Press OK or £ to accept the greeting, or press PLAY or⁄ to listen to the greeting or press RETRY or ¤ to re-record the greeting. 11 Press ® to end the session. 1 Press ≤·°⁄. Follow the voice prompts or the display button options on your telephone, to open the skillset mailbox. 2 The skillset mailbox name appears briefly. 3 If you use the CallPilot interface: • Press °¤ to open the Greetings Options menu • Go to step 4 If you use the Norstar Voice Mail interface: • Press ADMIN or ° • Press GREET or ¤ • Go to step 4 4 Press REC or ⁄. 5 Press PERS or ‹ to choose a Personalized mailbox greeting. 6 Enter the Personalized greeting number that you want to delete. 7 Press DEL or ¤ to delete the greeting. 8 Press ® to end the session. Ph: RETRY OK Record greeting: RETRY OK Accept greeting? RETRY PLAY OK Greeting options REC CHOOSE CFWD Greeting: PRIME ALT PERS Greeting: RETRY OK Ph: XXXXXXX CHNG DEL OK

CallPilot 100/150 Basic Call Center Telephone Administration Guide Checking skillset mailboxes for messages Frequently check the skillset mailboxes for messages. Only one agent can retrieve messages from each skillset mailbox at a time. 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 pass the message on to another agent. If the agent who listens to the message erases the message after writing down what it says: • the next agent does not waste time listening to the same message • the next agent knows if the callback was successful or not • only one agent contacts the caller If only one agent is responsible for retrieving 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.

P0607190 03 Playing skillset mailbox messages Use the procedure for playing messages that corresponds to the interface you use: • “To play skillset mailbox messages - Norstar Voice Mail” on page 60 • “To play skillset mailbox messages - CallPilot” on page 62 To play skillset mailbox messages - Norstar Voice Mail Use this procedure if you use the Norstar Voice Mail interface. The table “Playing skillset mailbox messages - Norstar Voice Mail” shows the message options available to you during and after playing messages. 1 Press ≤·°⁄. Follow the voice prompts or the display button options on your telephone to open the skillset mailbox. 2 Press PLAY or ¤ to listen to your messages. For other options, refer to the table “Playing skillset mailbox messages - Norstar Voice Mail” on page 60. 3 Press ® to end the session. Playing skillset mailbox messages - Norstar Voice Mail Option Button Available while playing Available after playing Description Back up ⁄ or < << ✔ Rewinds the message three seconds and resumes playing it. Copy fi or COPY ✔ ✔ Sends a copy of the message to one or more mailboxes. If you record an introduction, it must be longer than three seconds. End of Message ‹‹ or > >> > >> ✔ Goes to the end of the message. Envelope ‡ ✔ ✔ Plays the information in the message envelope. Envelope information includes the date and time the message was sent and, if the message is internal, the directory name of the sender. Erase ° or ERASE ✔ ✔ Deletes the message currently playing. If no messages are playing, deletes the last message played. Deleted messages remain in the skillset mailbox until the session ends. (Refer to Notes 1 and 2 on page 61.) 2 new 0 saved PLAY REC ADMIN

CallPilot 100/150 Basic Call Center Telephone Administration Guide Notes: 1 Because the skillset mailbox has limited message storage space, delete any messages you no longer need. After a certain time period, your saved messages are erased automatically. Ask your System Administrator about this. 2 You can retrieve a deleted message only if you have not quit the session in which you deleted it. For information about retrieving deleted messages refer to “Retrieving erased messages” on page 63”. Forward ‹ or > >> ✔ Advances the message three seconds and continues playing from that point. Next fl or ££ ✔ ✔ Plays the next message in the skillset mailbox. If you use this while a message is playing, it stops playing the current message and plays the next message in the skillset mailbox. Pause/ Continue ¤ or STOP/ PLAY ✔ Temporarily stops a message. When you stop the message, you can play the previous message, continue playing the current message, or skip to the next message. Previous › ✔ ✔ Stops playing the current message and plays the previous message. Quit • ✔ Stops playing the message and plays the Mailbox main menu options. Replay ⁄⁄ or < << < << ✔ Replays the message from the beginning. Replay ⁄ ✔ Replays the last message. Reply · or REPLY ✔ ✔ Replies to a message. (Refer to Note 3 on page 62) The reply can be either: - a message to an internal sender’s mailbox - a telephone call to an internal or external party (Refer to Note 4 on page 62.) Save Message ‡‡ or SAVE ✔ Saves the message being played. (If you do not delete a message, it is automatically saved). This option is not shown on the display unless you erase a message. If you erase a message and play the message again, you can press SAVE on a two line display telephone. (Refer to Note 2 on page 61.) Volume Control • ✔ Adjusts the volume of the message that is playing. The volume increases each time you press •. After four presses, the volume returns to the lowest level. Playing skillset mailbox messages - Norstar Voice Mail Option Button Available while playing Available after playing Description

P0607190 03 3 Applies only if the Reply feature is enabled. 4 You can reply to an outside caller by dialing them back if your company subscribes to Caller ID (CLID) service. For further information about replying to an outside caller refer to “Using the Reply feature to reply to an external caller” on page 66. To play skillset mailbox messages - CallPilot Use this procedure if you use the CallPilot interface. The table “Playing skillset mailbox messages - CallPilot” shows the message options that are available to you during and after playing messages. 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. A voice prompt announces the number of new and saved messages that you have. 2 You can play any message that you want to listen to. Press ¤ to play the current message. For other message commands, refer to the table “Playing skillset mailbox messages - CallPilot”. 3 Press ® to end the session. Playing skillset mailbox messages - CallPilot Option Button Available during and after playing Description Skip Back ⁄ Rewinds the message five seconds and resumes playing it at that point. Skip Forward ‹ Advances the message five seconds and continues playing from that point. Previous Message › Stops playing the current message and plays the previous message. Next Message fl Plays the next message in the skillset mailbox. If you use this while a message is playing, it stops playing the current message and plays the next message in the skillset mailbox. Call Sender · Places a call to the sender of a message. Help • ✔ Offers a Help menu. Reply ‡⁄ ✔ Replies to a message. No messages COMP MBOX EXIT

CallPilot 100/150 Basic Call Center Telephone Administration Guide Retrieving erased messages After you play your messages and end your skillset mailbox session, any messages that you do not erase are saved. Since message storage space is limited, we recommend that you erase messages that are no longer needed. You can retrieve an erased message if you are still in the skillset mailbox session. An erased message remains in the skillset mailbox until you end the current session. To retrieve an erased message - Norstar Voice Mail After you erase a new or saved message, the number of new or saved messages shown on the display is decreased by one. Even though the display shows 0 new 0 saved, you can still play and retrieve any erased skillset mailbox messages. Press PLAY or ¤ to listen to the erased message. To retrieve an erased message - CallPilot You can retrieve a deleted message. A deleted message remains in the skillset mailbox until you end the current session. Locate the deleted message. Then press ‡fl to restore the message. After you play the erased message, you can restore it. If you end the current session without restoring the erased message, it is permanently erased from the skillset mailbox. Envelope ‡¤ ✔ Plays the information in the message envelope. Envelope information includes the date and time the message was sent and, if the message is internal, the directory name of the sender. Forward Message ‡‹ ✔ Forwards the message to one or more mailboxes. You can record an introduction to the forwarded message. Reply All ‡› ✔ Replies to a message and all recipients of the message. (Refer to Note 3 on page 62.) Delete ‡fl ✔ Deletes the current message. Deleted messages remain in the skillset mailbox until the session ends. (Refer to Notes1 and 2 on page 61.) Playing skillset mailbox messages - CallPilot Option Button Available during and after playing Description

P0607190 03 Replying to messages You can reply to internal and external callers. You can reply to an external caller if your company subscribes to CLID. The messages you record must be longer than three seconds. The system times out after five seconds of silence. Use the procedure for replying to messages that applies to the interface you use: • “To reply to an internal caller - Norstar Voice Mail” on page 64 • “To reply to an internal caller - CallPilot” on page 65 Replying to an internal caller To reply to an internal caller - Norstar Voice Mail If you use and you want to use Norstar Voice Mail reply to the caller’s extension CALL to transfer to the internal caller’s extension. leave a message in the caller’s mailbox MSG to record and send a reply to the internal caller’s mailbox. CallPilot reply to the caller’s extension Call Sender · to transfer to the internal caller’s extension. leave a message in the caller’s mailbox Reply ‡⁄ to record and send a reply to the internal caller’s mailbox. 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2 Press PLAY or¤. 3 After you listen to the message, press REPLY or ·. 4 Press CALL or ¤ to call the caller or press MSG or ⁄ to record and send a reply. 1 new 0 saved PLAY REC ADMIN End of message REPLY ERASE NEXT Reply to msg MSG CALL QUIT

CallPilot 100/150 Basic Call Center Telephone Administration Guide To reply to an internal caller - CallPilot 1 Press ≤·°⁄. Follow the voice prompts or the display button options on your telephone to open the skillset mailbox. 2 A mailbox summary is announced. While you are in your message list, you can play any message. 3 Press ¤ to play the current message. 4 Press · to call the caller or press ‡⁄ to record and send a reply.

P0607190 03 Using the Reply feature to reply to an external caller You can reply to an external caller using the Reply feature if your company subscribes to a Caller ID service and the skillset mailbox has an outdial method assigned to it. For how to assign an outdial method to a skillset mailbox refer to “Assigning an outdial method to a skillset mailbox” on page 68. Before you use the Reply feature you must play the message. To reply to an external caller - Norstar Voice Mail To reply to an external caller - CallPilot 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2 Press PLAY or ¤. 3 After you listen to the message, press REPLY or ·. CallPilot dials the external number directly. 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2 A mailbox summary is announced. While you are in the message list you can play any message. 3 Press ¤ to play the current message. 4 Press · to call the caller. CallPilot dials the external number directly. 1 new 0 saved PLAY REC ADMIN End of message REPLY ERASE NEXT

Chapter 7 Off-premise Message Notification About Off-premise Message Notification Off-premise Message Notification notifies you or a designated agent when there are new or urgent messages in a skillset mailbox. You can receive Off-premise Message Notification at any tone dial telephone number, pager or extension. You can receive notification of a message at a maximum of five different destination numbers. When the number of retry attempts is reached for each destination number, the next number in the series is called. For example, Call Center can call your car telephone first when there is a message in the skillset mailbox. If there is no answer, Call Center waits five minutes and calls your car telephone again. If there is still no answer, Call Center calls your car telephone a third time. If there is no answer after three calls, Call Center calls your home telephone. Call Center continues to call at five minute intervals until the call is answered or all of the destinations are called three times. Off-premise Message Notification, the Retry Intervals and Maximum Number of Attempts for skillset mailboxes are assigned through the Class of Service settings in CallPilot Manager. Skillset mailboxes have a default Class of Service of 1. Class of Service 1 has these default settings for Off-premise Message Notification: • Off-premise Message Notification enabled • a Retry Interval of five minutes • a Maximum Number of Attempts of 3 For information about changing Class of Service settings, refer to the CallPilot Manager Set Up and Operation Guide. You must assign start and stop times for telephone and destinations. Off-premise Message Notification begins when the start time is reached. Set the start time for a time when you are at the destination number so that you are there to receive calls. A person who receives an Off-premise Message Notification call can cancel Off-premise Message Notification to their destination number. This is useful if a destination is incorrectly programmed and a wrong party receives the calls. The recipient of an Off-premise Message Notification call hears the following voice prompt: “Message for (name of mailbox owner). To log on press ⁄. If you have received this call by mistake, please press ¤. After you set the Off-premise Message Notification parameters, Off-premise Message Notification is enabled automatically. Note: Set up Off-premise Message Notification for non-business hours. Then Off-Premise Message Notification does not consume a Reserved or voice channel during busy periods.

P0607190 03 Assigning an outdial method to a skillset mailbox The outdial method determines which line, line pool or route code the system uses for Off-premise Message Notification. The default for outdial method is None. You must assign an outdial method before you can use an external telephone or a pager as an Off-premise Message Notification destination. For more information on line pools and route codes, refer to your system documentation. To assign an outdial method to a skillset mailbox Warning: Do not change the extension number assigned to the skillset mailbox. If this extension number is changed, callers in the skillset cannot access the skillset mailbox and you cannot change the Skillset general parameters. To correct a wrong extension number, change the extension number to the Control DN of the skillset. 1 Press ≤·°‹. Enter the Call Center Administrator mailbox number and password, and then press OK. 2 Press MBOX. 3 Press CHNG. 4 Enter the skillset mailbox number or press DIR to use the Company Directory. 5 Press NEXT until you see this display. Press CHNG. 6 Press NEXT if you want to use a line as the outdial method or press CHNG if you want to use a line pool as the outdial method and then press NEXT. 7 Enter the Line or Pool number and press OK. Line numbers must be between 1 and 500. Although line pools have a letter such as A, B or C, Call Center accepts only numbers. If you enter a line pool use 1 for A, 2 for B, 3 for C, and so on. 8 Press OK. 9 Press ® to end the session. Log: QUIT RETRY OK Admin MBOX AA OTHR Mailbox Admin ADD DEL CHNG Mbox: DIR QUIT Outdial: CHNG NEXT Outdial: CHNG NEXT xxxx: RETRY OK Accept: x RETRY OK

CallPilot 100/150 Basic Call Center Telephone Administration Guide Off-premise Message Notification parameters You can set up the parameters for Off-premise Message Notification from any tone dial telephone. The parameters are: • destination type (phone, extension or pager) • destination number (phone, extension or pager) • time range for receiving calls at telephone numbers or extensions (Pagers are notified any time there is a qualifying message.) • types of message you want to receive (all new messages or just urgent messages) Setting up Off-premise Message Notification Follow these instructions if you have not set up Off-Premise Message Notification and are setting it up for the first time. If you have set up Off-Premise Message Notification, refer to the section on “Changing Off-premise Message Notification” on page 79. Note: The restrictions that apply to your telephone line also apply to Off-premise Message Notification numbers. For example, if you cannot dial long distance telephone numbers from your telephone, you cannot have a long distance Off-premise Message Notification destination number. To set up Off-premise Message Notification to refer to a telephone number page 70 an extension page 72 a pager page 74

P0607190 03 To set up Off-premise Message Notification to a telephone number 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press °fi to open the Mailbox Tools • Press NOTIF or ¤ to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ° • Press fl to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or ⁄ to set up Off-premise Message Notification. 4 Press PHONE or ⁄ to choose a telephone number destination. 5 Enter the destination telephone number and press OK or £. The destination telephone number is a maximum of 30 digits. 6 Press OK or £ to accept the destination telephone number represented by or press ADD or ¤ to add special characters and use your dialpad or follow the voice prompts to add characters. After you add special characters, press OK or £ to accept the destination number. 7 Enter the start time for Off-premise Message Notification. This is a four-digit field. Any single-digit hour and minute must be preceded by a zero. 8 Press AM or ⁄ or PM or ¤. Msg notify ADMIN SELECT Destination: PHONE EXT PAGER Ph: RETRY OK ADD OK Start hhmm: RETRY OK RETRY AM PM

CallPilot 100/150 Basic Call Center Telephone Administration Guide 9 Press OK or £ to accept the start time. 10 Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single-digit hour and minute must be preceded by a zero. 11 Press AM or ⁄ or PM or ¤. 12 Press OK or £ to accept the stop time. 13 Press YES or ⁄ if you want to set up another destination number or press NO or £ if you do not want to set up another destination number. 14 Press NEXT or £ to accept the start time that you entered or press CHNG or ⁄ to change the start time. 15 Press NEXT or £ to accept the stop time that you entered or press CHNG or ⁄ to change the stop time. 16 Press OK or £ if you want to be notified when the skillset mailbox receives a new message or press CHNG or ⁄ if you want to be notified only when the skillset mailbox receives an urgent message. 17 Press ® to end the session. RETRY OK Stop hhmm: RETRY OK RETRY AM PM RETRY OK More dest? YES NO Start: CHNG NEXT Stop: CHNG NEXT Msg type: new CHNG OK Msg notify ADMIN SELECT

P0607190 03 To set up Off-premise Message Notification to an extension 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press °fi to open the Mailbox Tools • Press NOTIF or ¤ to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ° • Press fl to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or ⁄ to set up Off-premise Message Notification. 4 Press EXT or ¤ to choose an extension as the destination. 5 Enter the destination number and press OK or £. 6 Press OK or £ to accept the destination extension. The represents the extension. 7 Enter the start time for Off-premise Message Notification. This is a four-digit field. Any single-digit hour and minute must be preceded by zero. 8 Press AM or ⁄ or PM or ¤. 9 Press OK or £ to accept the start time. 10 Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single-digit hour and minute must be preceded by a zero. Msg notify ADMIN SELECT Destination: PHONE EXT PAGER Ext: RETRY OK Accept: RETRY OK Start hhmm: RETRY OK RETRY AM PM RETRY OK Stop hhmm: RETRY OK

CallPilot 100/150 Basic Call Center Telephone Administration Guide 11 Press AM or ⁄ or PM or ¤. 12 Press OK or £ to accept the stop time. 13 Press YES or ⁄ if you want to set up another destination number or press NO or £ if you do not want to set up another destination number. 14 Press NEXT or £ to accept the start time that you entered or press CHNG or ⁄ to change the start time. 15 Press NEXT or £ to accept the stop time that you entered or press CHNG or ⁄ to change the stop time. 16 Press OK or £ if you want to be notified when the skillset mailbox receives a new message or press CHNG or ⁄ if you want to be notified only when the skillset mailbox receives an urgent message. 17 Press ® to end the session. RETRY AM PM RETRY OK More dest? YES NO Start: CHNG NEXT Stop: CHNG NEXT Msg type: new CHNG OK Msg notify ADMIN SELECT

P0607190 03 About setting up Off-premise Message Notification to a pager number Example of a destination pager number If you are assigning a pager destination number from behind a PBX, remember to insert a · (depending on your system) before the £ to access an outside line. There is a combined limit of 30 characters for the pager telephone number and the pager message. For example, to reach your pager, enter: £›¤fififi⁄¤‹›£‹ where: • £ specifies the next digits are special characters • › recognizes dial tone • ¤ specifies that the next digits are the numbers to be dialed • fififi⁄¤‹› is the pager telephone number dialed • ‹ inserts a timed pause Depending on the company supplying your paging service, the programming sequence can vary. For more information about setting the destination telephone number parameters for your pager, contact your pager company. To set up Off-premise Message Notification to a pager 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press °fi to open the Mailbox Tools • Press NOTIF or ¤ to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ° • Press fl to open the Off-premise Message Notification menu • Go to step 3

CallPilot 100/150 Basic Call Center Telephone Administration Guide 3 Press ADMIN or ⁄ to set up Off-premise Message Notification. 4 Press PAGER or ‹ to select a pager number destination. 5 Enter the destination pager number and press OK or £. 6 Press OK or £ to accept the destination pager number represented by or press ADD or ¤ to add special characters and use your dialpad or follow the voice prompts to add characters. After you add special characters, press OK or £. 7 Press NEXT or £ to accept the default pager message represented by . The default pager message sent by CallPilot is the CallPilot extension. This is the sequence of digits that is sent after the pager service is dialed, to notify you of who is paging you or press CHNG or ⁄ to change the pager message. The combined limit is 30 characters for the pager telephone number and the pager message. 8 Press YES or ⁄ if you want to set up another destination number or press NO or £ if you do not want to set up another destination number. 9 Press OK or £ to be notified when the skillset mailbox receives a new message or press CHNG or ⁄ to change the message type to be notified only when the skillset mailbox receives an urgent message. 10 Press ® to end the session. Msg notify ADMIN SELECT Destination: PHONE EXT PAGER Pager: RETRY OK ADD OK Show: CHNG NEXT More dest? YES NO Msg type: new CHNG OK Msg notify ADMIN SELECT

P0607190 03 To set up Off-premise Message Notification to more than one destination You can receive notification of a message at a maximum of five different destination numbers. The following steps show you how to enter a telephone number destination and then add a pager destination for the first time. 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press °fi to open the Mailbox Tools • Press NOTIF or ¤ to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ° • Press fl to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or ⁄ to set up Off-premise Message Notification. 4 Press PHONE or ⁄ to choose a destination telephone number. 5 Enter the destination telephone number and press OK or £. The destination telephone number cannot be longer than 30 digits. 6 Press OK or £ to accept the destination telephone number, represented by or press ADD or ¤ to add special characters and use your dialpad or follow the voice prompts to add characters. 7 Enter the start time for Off-premise Message Notification. This is a four-digit field. Any single-digit hour and minute must be preceded by a zero. 8 Press AM or ⁄ or PM or ¤. Msg notify ADMIN SELECT Destination: PHONE EXT PAGER Ph: RETRY OK ADD OK Start: hhmm: RETRY OK RETRY AM PM

CallPilot 100/150 Basic Call Center Telephone Administration Guide 9 Press OK or £ to accept the start time. 10 Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single digit hour and minute must be preceded by a zero. 11 Press AM or ⁄ or PM or ¤. 12 Press OK or £ to accept the stop time. 13 Press YES or ⁄ to set up another destination number. 14 Press SETUP to set up another destination number. 15 Press PAGER or ‹ to select a pager number destination. 16 Enter the destination pager number and press OK or £. 17 Press OK or £ to accept the destination pager number represented by or press ADD or ¤ to add special characters and use your dialpad or follow the voice prompts to add characters. After you add special characters, press OK or £. 18 Press NEXT or £ to accept the default pager message represented by . The default pager message sent by CallPilot is the CallPilot extension. This is the sequence of digits that is sent after the pager service is dialed, to notify you of who is paging you or press CHNG or ⁄ to change the pager message. The combined limit is 30 characters for the pager telephone number and the pager message. 19 The display shows that the second destination is a pager. Press NEXT or £ to continue. 20 Press NEXT or £ to continue or press SETUP to add another destination. RETRY OK Stop hhmm: RETRY OK RETRY AM PM RETRY OK More dest? YES NO Notify2: none SETUP NEXT Destination: PHONE EXT PAGER Pager: RETRY OK ADD OK Show CHNG NEXT Notify2: pager CHNG OTHR NEXT Notify 3: none SETUP NEXT

P0607190 03 21 Press NEXT or £ to accept the start time that you entered or press CHNG or ⁄ to change the start time. 22 Press NEXT or £ to accept the stop time that you entered or press CHNG or ⁄ to change the stop time. 23 Press OK or £ to be notified when the skillset mailbox receives a new message or press CHNG or ⁄ to be notified only when the skillset mailbox receives an urgent message. 24 Press ® to end the session. Start: CHNG NEXT Stop: CHNG NEXT Msg type: new CHNG OK Msg notify ADMIN SELECT

CallPilot 100/150 Basic Call Center Telephone Administration Guide Changing Off-premise Message Notification You can change the parameters and destinations for Off-Premise Message Notification. Refer to “Off-premise Message Notification parameters” on page 69 for more information about parameters. If you want to change the time or message type parameters, use the procedure “To change the time range or type of message parameters” on page 79 If you want to change the destination type refer to the procedure for the destination type. To change the time range or type of message parameters To change the destination type refer to from a telephone to an extension, pager or another telephone number page 81 from a pager to an extension or telephone page 83 from a telephone or extension to a pager page 85 1 Press ≤·°⁄. Follow the voice prompts or the display button options on your telephone to open the skillset mailbox. 2 If you use the CallPilot interface: • Press °fi to open the Mailbox Tools • Press NOTIF or ¤ to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ° • Press fl to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or ⁄ to set up Off-premise Message Notification. 4 Press NEXT. If you want to change the destination type refer to “To change the destination type” on page 79 for the appropriate procedure. 5 Press NO or £ to continue. Msg notify ADMIN SELECT Notify: CHNG NEXT More dest? YES NO

P0607190 03 6 Press CHNG or ⁄ to change the start time or press NEXT or £ to accept the start time. 7 Press CHNG or ⁄ to change the stop time or press NEXT or £ to accept the stop time. 8 Press CHNG or ⁄ to change the message type to urgent. Press OK or £ to accept the new default message. You can choose to be notified of all new messages or urgent messages only. Change the message type to urgent to be notified only when the skillset mailbox receives an urgent message. 9 Press ® to end the session. Start: CHNG NEXT Stop: CHNG NEXT Msg type: new CHNG OK Msg notify ADMIN SELECT

CallPilot 100/150 Basic Call Center Telephone Administration Guide To change the destination from telephone to another destination 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press °fi to open the Mailbox Tools • Press NOTIF or ¤ to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ° • Press fl to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or ⁄ to set up Off-premise Message Notification. 4 Press CHNG or ⁄ to change the destination. 5 Press PHONE or ⁄ to choose another telephone number destination or press EXT or ¤ to choose an extension destination or press PAGER or ‹ to choose a pager number destination. 6 Enter the destination number and press OK or £. The destination telephone number cannot be longer than 30 digits. 7 Press OK or £ to accept the destination number or press RETRY or • to re-enter the destination number. 8 Press NEXT or £ to continue or press CHNG or ⁄ to change the destination, and repeat steps 6 through 8. Msg notify ADMIN SELECT Notify: phone CHNG NEXT Destination: PHONE EXT PAGER RETRY OK Accept: RETRY OK Notify: CHNG NEXT

P0607190 03 9 Press YES or ⁄ if you want to set up another destination number or press NO or £ if you do not want to set up another destination number. 10 Press CHNG or ⁄ to change the start time or press NEXT or £ to accept the start time. 11 Press CHNG or ⁄ to change the stop time or press NEXT or £ to accept the stop time. 12 If you want to change message notification, press CHNG or ⁄ if you want to be notified only when the skillset mailbox receives an urgent message. Press OK or £. 13 Press ® to end the session. More dest? YES NO Start: CHNG NEXT Stop: CHNG NEXT Msg type:new CHNG OK Msg notify ADMIN SELECT

CallPilot 100/150 Basic Call Center Telephone Administration Guide To change the destination from pager to telephone or extension 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press °fi to open the Mailbox Tools • Press NOTIF or ¤ to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ° • Press fl to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or ⁄ to change Off-premise Message Notification. The displays shows the first destination type and destination number. 4 Press CHNG or ⁄ to change the destination type and the destination number. 5 Choose the type of destination number: press PHONE or ⁄ to choose a telephone number destination or press EXT or ¤ to choose an extension destination. 6 Enter the destination number you want to set up Off-Premise Message Notification for. represents the destination number. Press OK or £ to accept the destination number or press RETRY or • to re-enter the number. 7 Press NEXT or £ to continue. 8 Press YES or ⁄ if you want to set up another destination, and repeat steps 6 through 8 or press NO or £ if you do not want to set up another destination. Msg notify ADMIN SELECT Modify:pager CHNG NEXT Destination: PHONE EXT PAGER : RETRY OK Notify: CHNG NEXT More dest? YES NO

P0607190 03 9 Press CHNG or ⁄ to change the start time or press NEXT or £ to accept the start time. 10 Press CHNG or ⁄ to change the stop time or press NEXT or £ to accept the stop time. 11 If you want to change message notification, press CHNG or ⁄ if you want to be notified only when the skillset mailbox receives an urgent message. Press OK or £. 12 Press ® to end the session. Start: CHNG NEXT Stop: CHNG NEXT Msg type:new CHNG OK Msg notify ADMIN SELECT

CallPilot 100/150 Basic Call Center Telephone Administration Guide To change the destination from telephone or extension to pager 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press °fi to open the Mailbox Tools • Press NOTIF or ¤ to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ° • Press fl to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or ⁄ to change Off-premise Message Notification. The displays show a review of the first destination type and destination number. 4 Press CHNG or ⁄ to change the destination type and the destination number. represents the type of destination (phone or extension). 5 Press PAGER or ‹ to choose a pager number destination. 6 Enter the pager number and press OK or £ to continue. 7 Press OK or £ to accept the destination pager number represented by or press ADD or ¤ to add special characters and use your dialpad or follow the voice prompts to add characters. After you add special characters, press OK or £. Msg notify ADMIN SELECT Notify: CHNG NEXT Destination PHONE EXT PAGER Pager: RETRY OK ADD OK

P0607190 03 8 Press NEXT or £ to accept the default pager message represented by . The default pager message sent by CallPilot is the CallPilot extension. This is the sequence of digits that is sent after the pager service is dialed, to notify you of who is paging you or press CHNG or ⁄ to change the pager message. The combined limit is 30 characters for the pager telephone number and the pager message. 9 The display shows notification is set up to a pager. Press NEXT or £ to continue. 10 Press YES if you want to set up another destination number or press NO if you do not want to set up another destination number. 11 Press OK or £ if you want to be notified when the skillset mailbox receives a new message or press CHNG or ⁄ if you want to be notified only when the skillset mailbox receives an urgent message. 12 Press ® to end the session. Show: CHNG NEXT Notify: pager CHNG NEXT More dest? YES NO Msg type: new CHNG OK Msg notify ADMIN SELECT

CallPilot 100/150 Basic Call Center Telephone Administration Guide Deleting a destination number If you have more than one destination number for Off-premise Message Notification, you can delete a destination. To delete a destination number 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press °fi to open the Mailbox Tools • Press NOTIF or ¤ to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ° • Press fl to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or ⁄ to set up Off-premise Message Notification. 4 Press OTHR if you want to delete the first destination or press NEXT or £ to view the other destinations until you find the destination that you want to delete. When you find the destination that you want to delete, press OTHR. 5 Press DEL to delete the first destination number. 6 The first destination number is deleted. The Notify 2 destination changes to become the Notify 1 destination number. To delete more destination numbers, press OTHR and repeat steps 4 and 5. 7 Press ® to end the session. Msg notify ADMIN SELECT Notify1: CHNG OTHR NEXT Notify 1: DEL INS QUIT Notify1: CHNG OTHR NEXT Msg notify ADMIN SELECT

P0607190 03 Adding a destination number Use this procedure if you have set up Off-premise Message Notification and you want to add another destination number. You can have up to five destination numbers. To add a destination number 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press °fi to open the Mailbox Tools • Press NOTIF or ¤ to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ° • Press fl to open the Off-premise Message Notification menu • Go to step 3 3 Press ADMIN or ⁄ to set up Off-premise Message Notification. 4 Press NEXT or £ to continue. 5 Press YES or ⁄ to set up another destination number. 6 Press SETUP or ⁄ to set up another destination number and follow the steps in “To set up Off-premise Message Notification to a telephone number” on page 70 or “To set up Off-premise Message Notification to an extension” on page 72 or “To set up Off-premise Message Notification to a pager” on page 74. Msg notify ADMIN SELECT Notify: CHNG NEXT More dest? YES NO Notify2: none SETUP NEXT

CallPilot 100/150 Basic Call Center Telephone Administration Guide Turning Off-premise Message Notification on or off You can turn Off-premise Message Notification on or off at any time. If you turn Off-premise Message Notification off, you do not affect any of the assigned parameters. To turn Off-premise Message Notification on or off 1 Press ≤·°⁄. Follow the voice prompts or the display button options to open the skillset mailbox. 2 If you use the CallPilot interface: • Press °fi to open the Mailbox Tools • Press NOTIF or ¤ to open the Off-premise Message Notification menu • Go to step 3 If you use the Norstar Voice Mail interface: • Press ADMIN or ° • Press fl to open the Off-premise Message Notification menu • Go to step 3 3 Press SELECT or ¤ to set up Off-premise Message Notification. 4 Press CHNG or ⁄ to turn Off-premise Message Notification off if it is on (as shown). 5 Press OK or • or press TIME to review the start and stop time parameters. 6 Press ® to end the session. Msg notify ADMIN SELECT Notify on CHNG TIME OK Notify off CHNG TIME OK Mailbox admin GREET PSWD QUIT

Chapter 8 Setting up agents Agents handle the calls in your call center. Supervisors are agents with additional capabilities. Supervisors can change their own password and monitor calls between agents and callers. You can record your agent programming in the table “Call Center agents” on page 138. About adding agents Basic Call Center includes 20 agents. This is the maximum number of agents you can have for Basic Call Center. For more information about Call Center agents, refer to the Nortel Networks Call Center Agent Guide. Agent properties Agent ID Each agent is assigned a unique ID number. Call Center assigns the lowest available ID number. Statistics are collected and reported for each ID number. For more information on statistics, refer to “Monitoring call activity” on page 125 and refer to the Nortel Networks Call Center Reporting Set Up and Operation Guide. Name The agent name can be a maximum of 13 characters. If you do not enter a name, a default agent name appears as the word Agent and the ID number, for example, Agent12. Do not create agent names that have the same first seven characters. If you use Call Center Reporting, it truncates the agent name after the first seven characters and your agent names appear identical. Supervisor Super indicates that an agent has supervisor status. A supervisor is an agent with supervisor status. A supervisor has additional capabilities, such as the ability to monitor calls between agents and callers. Supervisors can monitor incoming calls only. Supervisors cannot monitor outgoing calls. Automatic answer Automatic Answer is optional. Select Automatic Answer if you want to force-deliver calls to an agent. If Automatic Answer is enabled, the agent hears a tone that indicates that a call is delivered. The agent is automatically in the handsfree mode. It is important that agents use the Not Ready feature when they are not available to receive calls. If Automatic Answer is not enabled, calls ring at the agent's telephone and the agent must answer calls manually.

P0607190 03 Adding an agent Missed Call Option The Missed Call Option controls how a call is treated if an agent does not answer the call. Busy assigns an agent's telephone to respond as it does with the Not Ready feature enabled. Logout automatically logs an agent out of their skillset if they do not answer a call. The default is Busy, which returns the call to the skillset. Agent priority When you add agents to Call Center you assign them a priority that represents their level of qualification. The priority can be used to determine which of your agents receives an incoming call. The agent priority ranges from 1 to 20. 1 is the highest agent priority for the most qualified agents. The default value is 10. 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. 4 Press AGENT. 5 Press ADD. 6 The first available agent number is shown. Press OK. 7 Enter the agent’s name and press OK. 8 Press CHNG if you want to change the agent’s priority or press NEXT and go to step 14. 9 Enter a priority from 1 to 20 for the agent and press OK. 1 is the highest priority. 10 Press NEXT to keep the agent at agent status or press CHNG and then NEXT to give the agent supervisor status. Log: QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Agent Admin ADD DEL CHNG Agent ID: x OK Agent name: __ RETRY BKSP OK Priority: 10 CHNG NEXT Priority: RETRY OK Supervisor: N CHNG NEXT

CallPilot 100/150 Basic Call Center Telephone Administration Guide 11 Press NEXT if you do not want calls to be force-delivered to the agent or press CHNG and then NEXT if you want calls to be force-delivered to the agent. 12 Press OK to accept BUSY (Make Agent Busy) as the Missed Call option or press LOGOUT to select Automatic Logout and press OK. 13 Press ® to end the session. Auto answer: N CHNG NEXT Miss call: BUSY LOGOUT BUSY OK Agent Admin ADD DEL CHNG

P0607190 03 Changing an agent After you add an agent you can change their properties. You must use this procedure if the system times out while you are adding an agent. The properties you can change for an agent are: • password • display name • priority • supervisor status • auto answer options • missed call options 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. 4 Press AGENT. 5 Press CHNG. 6 Enter the ID number of the agent you want to change and press OK. If you do not know the agent’s ID number press DIR to search the directory. 7 Press RESET if you want to reset the agent’s password or press NEXT. 8 Press CHNG if you want to change the agent’s name or press NEXT and go to step 10. 9 Enter the new agent’s name and press OK. 10 Press CHNG if you want to change the agent’s priority or press NEXT and go to step 14. Log: QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Agent Admin ADD DEL CHNG Agent ID: DIR RETRY OK Password RESET NEXT xxxx CHNG NEXT Agent name: __ RETRY BKSP OK Priority: 10 CHNG NEXT

CallPilot 100/150 Basic Call Center Telephone Administration Guide 11 Enter a priority from 1 to 20 for the agent and press OK. 1 is the highest priority. 12 Press CHNG and press NEXT if you want to change the agent’s supervisor status or press NEXT. 13 Press NEXT if you do not want calls to be force-delivered to the agent or press CHNG and then NEXT if you want calls to be force-delivered to the agent. 14 Press OK to accept BUSY (Make Agent Busy) as the Missed Call Option or press LOGOUT to select Automatic Logout and press OK. 15 Press ® to end the session. Priority: RETRY OK Supervisor: x CHNG NEXT Auto answer: N CHNG NEXT Miss call: BUSY LOGOUT BUSY OK

P0607190 03 Assigning an agent to a skillset You can assign an agent to one or both skillsets. Each agent is responsible for answering calls for the skillsets they are assigned to. To assign an agent to a skillset 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. 4 Press SKILL. 5 Enter the number of the skillset you want to add an agent to and press OK. 6 The display shows whether the skillset is enabled or disabled. You must disable the skillset before you make changes to it. For how to disable a skillset refer to “Disabling a skillset” on page 40. Press NEXT to continue. 7 Press AGENT. 8 Press ADD. 9 Press INDIV. 10 Enter the ID number of the agent you want to assign and press OK or press DIR to search the directory. 11 The display shows the agent’s name. Press ADD. 12 This display appears briefly. 13 Press ® to end the session or press INDIV to add another agent and follow steps 10 through 13. Log: QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Skillset: RETRY QUIT OK Status: xxxxxxx CHNG NEXT Skillset Admin PARM AGENT ROUTE Agent-Skillset ADD DEL VIEW Add Agent INDIV RANGE QUIT Agent ID: DIR RETRY OK xxxx ADD QUIT Agent added Add Agent INDIV RANGE QUIT

CallPilot 100/150 Basic Call Center Telephone Administration Guide Assigning several agents to a skillset You can save time by adding several agents to a skillset at once. Agents that are already assigned to the skillset are not added again. To assign several agents to a skillset 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. 4 Press SKILL. 5 Enter the number of the skillset you want to assign several agents to and press OK. 6 The display shows whether the skillset is enabled or disabled. You must disable the skillset before you make changes to it. For how to disable a skillset refer to “Disabling a skillset” on page 40. Press NEXT to continue. 7 Press AGENT. 8 Press ADD. 9 Press RANGE. 10 Enter the ID number of the first agent you want to assign and press OK. 11 Enter the ID number of the last agent you want to assign and press OK. 12 This display appears briefly. 13 Press ® to end the session. Log: QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Skillset: RETRY QUIT OK Status: xxxxxxx CHNG NEXT Skillset Admin PARM AGENT ROUTE Agent-Skillset ADD DEL VIEW Add Agent INDIV RANGE QUIT Start agent: RETRY OK End agent: RETRY OK x added Add Agent INDIV RANGE QUIT

P0607190 03 Removing agents from a skillset You can remove an agent from a skillset. When you remove an agent, they are removed from the skillset but not from Call Center. You can assign the agent to another skillset. 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. 4 Press SKILL. 5 Enter the number of the skillset you want to remove an agent from and press OK. 6 The display shows whether the skillset is enabled or disabled. The skillset must be disabled before you can delete an agent from it. For how to disable a skillset refer to “Disabling a skillset” on page 40. Press NEXT to continue. 7 Press AGENT. 8 Press DEL. 9 Enter the ID number of the agent you want to remove and press OK. 10 The display shows the agent’s name. Press DEL. 11 This display appears briefly. 12 Press ® to end the session. Log: QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Skillset: RETRY QUIT OK Status: xxxxxxx CHNG NEXT Skillset Admin PARM AGENT ROUTE Agent-Skillset ADD DEL VIEW Agent ID: DIR RETRY OK xxxx DEL QUIT Agent deleted

CallPilot 100/150 Basic Call Center Telephone Administration Guide Viewing agents in a skillset You can review the agents in a skillset. 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. 4 Press SKILL. 5 Enter the number of the skillset you want to view and press OK. 6 The display shows whether the skillset is enabled or disabled. Press NEXT to continue. 7 Press AGENT. 8 Press VIEW. 9 The display shows the agent with the lowest ID number in the skillset. You can press NEXT to see the next agent or PREV to see the previous agent. 10 Press ® to end the session. Log: QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Skillset: RETRY QUIT OK Status: xxxxxxx CHNG NEXT Skillset Admin PARM AGENT ROUTE Agent-Skillset ADD DEL VIEW x: xxxx NEXT PREV QUIT

P0607190 03 Logging an agent off 1 Press ≤·°‹. Enter the Call Center Administrator Mailbox number and password, and then press OK. 2 Press OTHR. 3 Press CC. 4 Press AGENT. 5 Press °. This option does not appear as a display button option. 6 Enter the agent’s ID number and press OK. 7 The agent’s name is displayed. Press OUT. 8 Press ® to end the session. Log: QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTH Agent Admin ADD DEL CHNG Agent ID: OK xxxx OUT QUIT