Call Center Supervisor Guide 11
Call Center Supervisor Guide
Checking skillset mailboxes for messages
Frequently check skillset mailboxes for messages. Only one person at a time can retrieve messages from
each skillset mailbox. If different people access the messages in the skillset mailbox throughout the day,
each person should:
• listen to the message
• write down what the message says
• erase the message
• return the caller’s telephone call
If the caller is not available, the agent can try again later or give the message to another agent. If only one
agent retrieving the messages at your call center, this agent does not need to transcribe and delete each
message before callback. This agent handles messages and knows the status of the old messages.
Playing messages in a skillset mailbox
1 Press
≤·°⁄.
Follow the voice prompts or the display button options on your telephone to open the skillset mailbox.
2 Press
PLAY
or ¤ to listen to your messages.
For other options, refer to the user card for your telephone, the CallPilot Reference Guide, or the Call
Center Set Up and Operation Guide.
3 Press ® to end the session.
