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272 Index
P0605665 03
envelope, Norstar Voice Mail 75
next, CallPilot 77
next, Norstar Voice Mail 76
pausing 76
previous, CallPilot 77
previous, Norstar Voice Mail 76
rewinding 75, 77
skipping forward 76, 77
skipping to end 75
quitting 76
replaying 76
replying, CallPilot 78, 79
replying, Norstar Voice Mail 76, 79
saving 76
silence timeout 79
skillset mailbox 61
Method of Call Distribution 44, 267
Monitoring
agent calls 179
call activity, about 179
example of monitoring 186
logging on to monitor agents 182
Primary alert time 171
Secondary alert 171
Silent Monitor 179
skillsets 186
tips 181
Monitoring agents 57, 179
Multimedia Call Center 13, 34
CLID/DNIS Routing 49
Multimedia calls 34
MWI extension 267
N
Name
skillset 268
skillset mailbox 63
Night mode, skillset 116
Night Routing Table, example 151
Norstar Voice Mail mailbox interface 28
Notification, Off-premise Message Notification 83
Number
Control DN 31
skillset mailbox 31
O
Off-premise Message Notification 212
about 83
changing parameters 96
destination number
character limit 92, 94, 103
destination pager number and message
character limit 91
feature restrictions 85
setting up
to a pager number 91
to a telephone number 86
to an extension number 89
to wrong destination 83
Off-premise Message Notification parameters
destination telephone number 85
destination type 85
time range 85
types of message 85
Open Mailbox Feature Code 31
Opening a skillset mailbox 64
Opening your mailbox
CallPilot 64
Norstar Voice Mail 64
Operator
resetting password 241
Operator, resetting password 241
Outdial route, mailbox 84
Overflow, Intelligent 16
P
Parameters
general Call Center 173, 212
Routing Table Greetings 137
Password
changing skillset mailbox 66
resetting agent password 39
resetting Call Center Administrator 242
resetting Operator 241
resetting skillset mailbox 67
skillset mailbox 63, 66
Pausing a message 76
Playing message envelope
CallPilot interface 78
Norstar Voice Mail 75
Post call Break Time, automatic timeout 32
Preferred method of call distribution 267
Preventing calls from ringing at an agent’s telephone
244
Professional Call Center 11, 15
Programming a memory button 30
R
Real time status of call activity 179
Recording, greeting 113