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Index 273
Nortel Networks Call Center Set Up and Operation Guide
Remotely opening a skillset mailbox 65
Replaying messages 76
Reply feature 77
Replying
to an external message sender 81
using the DIAL option 81
to an internal message sender 79
to messages, CallPilot 78
to messages, Norstar Voice Mail 76
Reserved channels 171, 213
Resetting
agent password 39
Call Center Administrator password 242
Operator password 241
skillset mailbox password 67
Restrictions for using Call Forward No Answer 244
Restrictions for using Call Forward on Busy 244
Retrieving deleted messages 77
Retrieving messages from skillset mailbox 74
Reviewing
agents 57
Routing Table steps 152
Rewinding messages 75, 77
Rings assigning 168
Rings, assigning number 167
Routing Table
assigning skillset hours 145
examples of 149
Greeting parameters 137
Greeting step 136
hours 127
maximum number of steps 15, 127
parameters of Greeting step 137
reviewing the steps 152
setting up 149
tips 212
Routing Table steps
Disconnect 136
Distribute for 136
Greeting 136
Transfer 136
Routing Table, about 127
Routing, DID 48
S
Saving messages 76
Secondary alert 171
Service Mode, skillset 116
Setting up
general Call Center parameters 173
general parameters 169
Off-premise Message Notification
to a pager number 91
to a telephone number 86
to an extension number 89
skillset parameters 46
Silent Monitor 57, 179
Silent monitor
Companion sets 184
conference bridges 184
conference calls 184
IP telephones 184
ISDN sets 184
on hold calls 184
transferred calls 184
Skillset
24 Hour Service mode 116
about 43
assigning agents 54
assigning hours of operation 145
Break Time 45
Control DNs 44
Day mode 116
default mode 116
Delay Answer 45
disabling 59
DNs 44
enabling 58, 246
how calls are received 43
how lines are answered 43
language preference 45
maximum greeting length 213
Message Waiting Indication extension 44
Method of Call Distribution 44
MWI DN 44
name 44, 268
night mode 116
problems changing general parameters 246
problems enabling 246
properties 44
Service Mode 116
setting up 43
start and end times 16
unconfiguring 60
viewing agents in 57
Skillset mailbox
about 61
changing password 66
checking for messages. 74
Class of Service 61
determining MWI extension 31
determining number 31