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246 Chapter 18 Troubleshooting Call Center
P0605665 03
Skillset problems
Problems enabling skillsets
Make sure that skillsets are assigned a valid CDN before you enable them. If you cannot enable a
skillset, make sure you assigned it a valid CDN. For information about skillset CDNs refer to
“Control DN” on page 44.
Problems changing skillset properties
If you cannot change a skillset’s properties, there are two possible reasons:
• The call center skillset is enabled.
You must disable the call center skillset before you can change the skillset properties.
• The skillset mailbox has the wrong extension number.
Refer to “Determining a skillset mailbox number” on page 62 for how to determine a skillset’s
extension number. The extension number of the skillset mailbox must be the same as the
Control DN of the skillset. If the skillset mailbox has the wrong extension, you cannot change
the properties for a skillset mailbox.
To change a skillset mailbox CDN
1 Start CallPilot Manager.
2 Click the Mailbox Administration heading.
The Mailbox List page appears.
3 Click the Change link for the skillset mailbox.
The page for the skillset mailbox appears.
4 In the Extension box type the CDN of the skillset.
5 Click the Submit button.
Problems viewing skillset settings
If you use Netscape Communicator version 4.77 and not all the Call Center settings shown in this
guide appear in your browser, refresh the browser by clicking the View menu and clicking Reload.
Problems transferring calls to the voicemail extension
If you create a transfer in a Routing Table, Intelligent Overflow, or Caller Input Rules, the call
transfers to the Automated Attendant rather than the CallPilot extension. We recommend you
transfer to the skillset mailbox rather than the voicemail extension.