Chapter 6 Setting up skillset mailboxes 63Call Center Telephone Administration GuideRecording skillset mailbox greetingsAfter you initialize a skillset mailbox, record the greetings for it.You can record Primary, Alternate and Personalized greetings for each skillset mailbox. Yourecord a Primary skillset mailbox greeting for everyday use. The Alternate skillset mailboxgreeting is an optional greeting you can record for special circumstances. If your call centersubscribes to Caller ID, you can record Personalized skillset mailbox greetings.If you record Primary and Alternate skillset mailbox greetings, you must choose which greetingplays to callers who reach the skillset mailbox.You can also record greetings in an Alternate Language. Callers can press · while the greeting isplaying to listen to the voice prompts in the Alternate Language. Remember to inform callers inthe 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, thecaller transfers to the receptionist or Operator. For information about Operator Status, refer to theCallPilot Manager Set Up and Operation Guide. Inform callers in the skillset mailbox greetingsthat 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 isinformed the Operator is not available, and is transferred to the skillset mailbox.Examples of Primary and Alternate greetingsYou must record a Primary greeting for each skillset mailbox. In the Primary greeting include theskillset 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 thetone, please leave your name, telephone number and a brief message. One of our agents will returnyour call as soon as possible. Thank you.”You can record an Alternate greeting for each skillset mailbox. Use an Alternate greeting forspecial circumstances. In the Alternate skillset mailbox greeting include the skillset mailbox namethat is listed in the Company Directory.For example:“Season’s Greetings! You have reached the Sales Department at Bridgestone Computers. At thesound of the tone, please leave your name, telephone number and a brief message. One of ouragents will return your call when we re-open on December 27. Thank you.”
