SAP Contact Centre Settings – voicemail / availability / settings

  • The ‘Profile’ setting
  • Setting your personal voicemail messages
  • Send your calls to voicemail (e.g. going out for lunch)
  • Sending calls to voicemail if you have not set ‘Away’ profile status
  • Retrieving Voicemail messages
  • Call divert
  • Call waiting

Profile setting

This refers to the profile you have set your SAP Contact Centresystem in and is located at the top left of your SAP Contact Centre CDT

  • AVAILABLE – this is the standard setting allowing you to take calls.
  • AWAY –This is a standard setting which will send your calls to voicemail

Further settings can be created – see ‘Call Divert’ below.

Behaviour of the profile settings

  • If you set your profile and then ‘File’ and ‘exit’ SAP Contact Centre, it will retain the profile whilst you are logged off
  • Once you log back into SAP Contact Centre it will re-set you to available.

*Please note that this reset to available includes if you set to away, lock your machine and then unlock your machine with the CTRL+ALT+DELETE

Setting your personal voicemail message

  • To record a personal voicemail message, you'll need to know your voicemail mailbox number. This is 61 + your extension number. So if your extension is 81977, your voicemail mailbox number will be 6181977, if it is 81933 your voicemail box is 6181933.
  • In SAP Contact Centre, type in your voicemail box number and press call
  • You will hear your default voicemail greeting, as she’s speaking open the dial pad in SAP Contact Centre and press *
  • You will be asked for a password, default password is 1234 you MUST alter this straight away to a more secure password! (when she say’s £ she means #)
  • Your messages (if you have any) will start to play, follow the instructions to get to the main menu
  • Press 4 to ‘Manage Greeting’ and then 2 to ‘manage private greetings’
  • Follow prompts to create your voicemail message

(when she says £ she means # on the dial pad)

You can create multiple private greetings this way, e.g. one for Easter etc. You can name and save them.

To alter which greeting you are currently using

  • Go to ‘Tools’ and ‘Settings’
  • Select Voicemail in the left menu

  • Highlight the greeting you want to use in the ‘Greeting’ box, click ‘Apply’ then ‘close’
  • If you wish to name your greetings, highlight the greeting and click ‘edit’. A window with open to set the name.

Send your calls to voicemail (e.g. going out for lunch)

  • In SAP Contact Centre CDT select the ‘Away’ setting

Note: When you log off at the end of the day, calls will automatically go to voicemail

Sending a call to voicemail if you have not set ‘Away’ status

If you are not ready for calls in CRM, your SAP Contact Centre status is automatically ‘not ready’ and your setting ‘Away’ and as such you are available for a person to ring your SAP Contact Centre extension.

  • If you are not at your desk, the call will go to voicemail after 30 seconds of ringing
  • If you are at your desk but can’t take the call, press the hang-up icon which will send it to voicemail

Retrieving Voicemail messages

This is done via 1) an email notification 2) via the CDT screen in SAP Contact Centre 3) remotely from any phone.

Via the CDT in SAP Contact Centre

  • At the bottom left corner of the SAP Contact Centre screen there are two icons, ‘Missed Calls’ and ‘Voicemails’
  • Click on the Voicemail icon, select Voicemails

Here you can listen to and delete your messages

Via email notification

  • Alternatively – you will also receive an email notification with an attached sound file and the number of the caller

If you aren’t getting the email, ensure this box is ticked;

Remotely from any phone

  • Finally you can retrieve your voicemails remotely. Call your SAP Contact Centre extension from a phone (with the full number e.g. 2081916) and WHILST you are listening to your own greeting message, press *.
  • You will be asked for a password, default password is 1234 you MUST alter this straight away to a more secure password! (when she say’s £ she means #)
  • This system automatically starts to play your messages after you enter the password. To get to the main menu keep pressing #. Then press 5 ‘modify mail box settings’ and then 4 ‘modify user settings’ to set your new password.

Call Divert via the ‘Divert other’ profile status

If you wish to divert your line somewhere when you are away (rather than go to voicemail) you can.

Select status ‘Divert other’ from the Presence Selector (1)

Click the modify button (2)

You should see the profile in the list of absences and presences (3). You’ll need to click on it.

You can then enter you preferred forwarding number (4) and click save (5).

By default it will stay on until turned off manually, but you can set an end time on it if you wish.

Profile Status

If your team requires a further status type, you will need to contact ISS.

iTeam Assistants logging off during the day – when logging out of SAP Contact Centre during the working day (e.g. part time staff leaving) leave your setting as ‘Divert iTeam hunt’ before you close SAP Contact Centre so that the team can continue to answer calls to your line when you’ve logged off.

Call waiting

It is possible to have a personal queue so you are on a call and will be notified of a subsequent caller by a sound coming through over your current call. This will apply if you are on a call from a non-personal queue (i.e. on telephony duty).

If you have a call waiting queue, you will hear the “knock Knock” sound and you will be able to see in SAP Contact Centre that another call is waiting. The caller on the second call does not know you are engaged as they get the normal ringing tone.

It appears like this in SAP Contact Centre, 6110 is the 1st caller, 7148 is the second call. To speak to 7148, click on the line and click answer.

iTeam – set your queue length to ‘none’ so that any calls beyond the call you are on will go to voicemail:

  • Click on ‘Tools’ and ‘Settings’ to open your setting page
  • Set your Queue size to ‘none’, click Apply and Close

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