Nortel Call Center Telephone, Administration Manual

Page: 63 / 191

Chapter 6 Setting up skillset mailboxes 63
Call Center Telephone Administration Guide
Recording skillset mailbox greetings
After you initialize a skillset mailbox, record the greetings for it.
You can record Primary, Alternate and Personalized greetings for each skillset mailbox. You
record a Primary skillset mailbox greeting for everyday use. The Alternate skillset mailbox
greeting is an optional greeting you can record for special circumstances. If your call center
subscribes to Caller ID, you can record Personalized skillset mailbox greetings.
If you record Primary and Alternate skillset mailbox greetings, you must choose which greeting
plays to callers who reach the skillset mailbox.
You can also record greetings in an Alternate Language. Callers can press
·
while the greeting is
playing to listen to the voice prompts in the Alternate Language. Remember to inform callers in
the Primary skillset mailbox greeting that they can press
·
to hear the Alternate Language.
If the Operator Status is set to Yes, and a caller presses
‚
during the skillset mailbox greeting, the
caller transfers to the receptionist or Operator. For information about Operator Status, refer to the
CallPilot Manager Set Up and Operation Guide . Inform callers in the skillset mailbox greetings
that they can press
‚
to speak to the receptionist or Operator.
If the Operator Status is set to No, a caller who presses
‚
during the skillset mailbox greeting is
informed the Operator is not available, and is transferred to the skillset mailbox.
Examples of Primary and Alternate greetings
You must record a Primary greeting for each skillset mailbox. In the Primary greeting include the
skillset mailbox name that is listed in the Company Directory. For example:
“ Hello. You have reached the Sales Department at Bridgestone Computers. At the sound of the
tone, please leave your name, telephone number and a brief message. One of our agents will return
your call as soon as possible. Thank you.
”
You can record an Alternate greeting for each skillset mailbox. Use an Alternate greeting for
special circumstances. In the Alternate skillset mailbox greeting include the skillset mailbox name
that is listed in the Company Directory.
For example:
“ Season’s Greetings! You have reached the Sales Department at Bridgestone Computers. At the
sound of the tone, please leave your name, telephone number and a brief message. One of our
agents will return your call when we re-open on December 27. Thank you.
”