CallPilot Unified Messaging

[CRFSwitch]

I have a scenario where I would like to send a message to a group of agents using Group Lists. This part works well.

Once an agent in the group has listened to the message, I would like that particular message to "disappear" from the CallPilot Message Store Inbox of all other members of that group list. I'm not sure if this is something that can be configured within CallPilot or whether it would be a function of the messaging server. We are using Microsoft Exchange server and Outlook 2000 at the desktop.

I have seen one other product that was capable of doing this, however I'm not sure if it was a function of the voice mail or the e-mail server.

Any suggestions?

 

[BCMprogrammer]

I don't have a solid answer, but it seems that one mailbox would not be able to delete messages stored in another mailbox. Sorry, it's a terrible reply, but maybe it will get the ball rolling for others to chime in.

 

[cobac]

I have a server side solution, but not sure if Call Pilot will do this....

In Exchange, if you created a new mailbox "Agent Group Voicemail", you could give all the agents access to this mailbox inside Outlook. Whenever someone reviewed the message, the voicemail message would be "read" or deleted from the mailbox.

To make it even easier, you could create a Public Folder in exchange... anyone you designate could look at the public folder for new messages.

Will the Call Pilot support forwarding the voicemail message to an email address (Exchange mailbox or Public Folder)?? Or are you stuck with logging into the Call Pilot Store, thats stored on the Call Pilot???

 

[3Sixty]

You are stuck with the call pilot message store.

I have noticed that the call pilot seems to be totaly different to outlook. I have noticed that you can not apply rules to the incoming mail from the message store and various other problems.

 

[cobac]

Interesing, I believe this is because the Call Pilot message store runs MAPI. That is so stupid they won't let you forward e-mail, but you can drag and drop them into your exchange mailbox.

 

[acewarlock]

It's the Nortel way!!!! very similar to the way MicroSoft works.

 

[CRFSwitch]

A possible work-around?

Does anyone know how I could configure Outlook so that when I "move" a message to a private folder (within the CallPilot Message Store) it would be permanently removed from my Inbox?

By default, it appears to do this on my local machine only. However, when I view the same Inbox on a second machine configured to the same voice mail account and same CallPilot Message store, the message still appears in the Inbox! It would appear that the only thing I can get to "synchronize" between the two machines is the read/unread message status.

I can accomplish the part of the above by copying the desired message to a "private" folder, deleting the message from the Inbox and then deleting the message from the Deleted Items.... A somewhat tedious process. When I want to listen to the copied message, I need to open/view the attachemnt as it no longer automatically launches CallPilot player.

Note: When I "move" the message (as opposed to "copy"), it is still associated with CallPilot player and will launch the player when I open the message (desired result).

Thanks for any suggestions!

 

[CRFSwitch]

Does anyone have experience with a "skillset" mailbox?

I do not currently have access to Basic Call Center, therefore I cannot test the skillset mailbox functionality.

If a message is left in a skillset mailbox, and an agent in the skillset has listened to the message, I would like that particular message to "disappear" from the CallPilot Message Store Inbox of all other members of that skillset list? Does the message remain in the mailbox of the original agent? Is he able to forward that message back into the "skillset" if he is unable to handle the message?

The above functionality is required in the desktop messaging interface!

Thanks for any assistance!