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Index 271
Nortel Networks Call Center Set Up and Operation Guide
agent 32
Custom Feature Codes 32
descriptions 31, 32
determining 29
Display Waiting Calls 31, 32, 171, 179, 186
Log off 31, 32
Log on 31, 32
Monitor Agents 31
Monitor skillsets 32
Not Ready 32
Open Mailbox 31, 32
Operator Settings 31
programming memory buttons 30
Skillset Status 31
Supervisor Help 31, 32
Voicemail DN 31
Forced Play greetings 137, 212
Formula for waiting calls 213
Forwarding a message 78
G
General Call Center parameters 173
Greeting
caption 111, 112, 113, 139
exporting 113
importing 112
recording 113
Greetings, call center
examples 107
Forced Play 137
Greeting parameters in Routing Table 137
Greeting step in Routing Table 136
recording 109
Routing Table parameters 212
tips 211
types 107
Greetings, skillset mailbox, example 68, 72
H
Highest priority call 212
Hours
operation for a skillset 145
Routing Tables 127
Hunt groups 244
I
Indicators
Message Waiting 31, 44, 47, 62, 175
Primary 252
Primary alert time 171
Secondary 252
Secondary alert time 171
Initializing a skillset mailbox 63
Intelligent Caller Input Routing
Advanced 12, 115
Basic 12, 115
Intelligent CLID/DNIS Routing 12, 115
Intelligent Overflow 16, 115
Intelligent Routing 12
using with CCR 12, 115
Internal messages, replying to 79
L
Language preference 45
Language, changing availability 169
Least Busy method of call distribution 267
Lines
assigned to be answered by skillset 43
configuring 165
Logging off
agent 41
supervisor 188
M
Mailbox
opening skillset mailbox 64
outdial route 84
skillset mailbox 61
Mailbox interface
CallPilot 28
Norstar Voice Mail 28
Manual call presentation 12, 33
Memory button
indicator 30, 31, 171, 179
programming 30, 31
Message Waiting Indication
determining extension 62
extension 267
Message Waiting Indication extension 44
Messages
copying 75
deleted, retrieving 77
deleting 75, 78
erasing 75, 78
external 79, 81
forwarding 78
internal 79
minimum recording length 79
Off-premise Message Notification 83
playing
envelope, CallPilot interface 78