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Nortel CallPilot 100 Administration Manual

Also see for CallPilot 100: Installation and MaintenanceAdministration guideQuick start guideInstallation and maintenance guideUser manual

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Contents
  1. Table Of Contents
  2. Table Of Contents
  3. Table Of Contents
  4. Table Of Contents
  5. About Basic Call Center for CallPilot 100/150
  6. What Basic Call Center includes
  7. how to get help
  8. About Call Center telephone administration
  9. Using the dialpad
  10. Symbols and conventions used in this guide
  11. Feature codes
  12. Programming a memory button with a Feature Code
  13. Feature Codes used by the Call Center Administrator
  14. Feature Codes used by Call Center agents and supervisors
  15. Call Center general properties
  16. Setting Call Center general properties
  17. Reserved channels
  18. Configuring lines
  19. Setting the Answer Lines status
  20. Resetting the Call Center Administrator password
  21. Call Center greetings
  22. Recording a Call Center greeting
  23. Setting up skillsets
  24. Skillset properties
  25. Setting up a skillset
  26. Enabling a skillset
  27. Disabling a skillset
  28. Changing skillset properties
  29. Unconfiguring a skillset
  30. Setting up skillset mailboxes
  31. Determining a skillset mailbox number
  32. Checking which telephone mailbox interface you use
  33. Initializing a skillset mailbox
  34. Opening a skillset mailbox
  35. Opening a skillset mailbox remotely
  36. Skillset mailbox password
  37. Resetting a skillset mailbox password
  38. Recording skillset mailbox greetings
  39. Choosing a Primary or Alternate skillset mailbox greeting
  40. Recording a Personalized skillset mailbox greeting
  41. Deleting a Personalized mailbox greeting
  42. Checking skillset mailboxes for messages
  43. Playing skillset mailbox messages
  44. Retrieving erased messages
  45. Replying to messages
  46. Using the Reply feature to reply to an external caller
  47. Off-premise Message Notification
  48. Assigning an outdial method to a skillset mailbox
  49. Off-premise Message Notification parameters
  50. About setting up Off-premise Message Notification to a pager number
  51. Changing Off-premise Message Notification
  52. Deleting a destination number
  53. Adding a destination number
  54. Turning Off-premise Message Notification on or off
  55. P0607190
  56. Setting up agents
  57. Adding an agent
  58. Changing an agent
  59. Assigning an agent to a skillset
  60. Assigning several agents to a skillset
  61. Removing agents from a skillset
  62. Viewing agents in a skillset
  63. Logging an agent off
  64. Deleting an agent
  65. Resetting an agent password
  66. Routing table administration
  67. Fax Detection
  68. About types of Routing Table steps
  69. Adding a Greeting step
  70. Adding a Distribute for step
  71. Adding a Goto step
  72. Adding a Transfer step
  73. Adding a Disconnect step
  74. Example of a Day Routing Table
  75. Example of a Night Routing Table
  76. Changing a routing table
  77. Modifying Routing Table steps
  78. Erasing a Routing Table
  79. Setting the Service Modes for skillsets
  80. Monitoring call activity
  81. Using Display Waiting Calls to monitor call activity
  82. Tips for operating Call Center
  83. Call Center general parameters
  84. How to calculate the longest time a caller can be on hold
  85. Tips to improve the efficiency of Call Center
  86. Troubleshooting Call Center
  87. Agent problems
  88. do not disturb
  89. Skillset problems
  90. Call Center Programming Record
  91. General Call Center parameters
  92. Call Center skillsets
  93. Call Center agents
  94. Skillset assignments
  95. Skillset mailboxes
  96. Routing Tables
  97. Line answering
  98. Glossary
  99. Index
Nortel CallPilot 100 Administration Manual Manual pdf 138 page image
138 Chapter 13 Call Center Programming RecordP0607190 03Call Center agentsAgentIDAgent name Supervisorstatus(y or n)Name and # ofskillsets agent isassigned toAutoanswer(y or n)Missed calloption(Busy orLogout)Priority
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This manual is suitable for:
CallPilot 100CallPilot 150
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