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132 Chapter 10 Setting up Routing Tables
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Greeting step parameters
You can assign these parameters to greeting steps. If the first step in a routing table is a Greeting
step, it can detect fax calls and route them to the skillset mailbox for the routing table. For more
information refer to “Fax Detection” on page 125.
Transfer
A Transfer step can transfer calls to:
• an extension
• a mailbox
• an external number
• the Automated Attendant
• an operator
• a CCR Tree
Disconnect
A Disconnect step releases calls from the skillset. If the first step in a
routing table is a Disconnect, Contact Center does not answer the call.
Forced Play
Enable Forced Play for a greeting that contains important information that
you want callers to hear. If an agent becomes available while a caller is
listening to a Forced greeting, the greeting is not interrupted. The caller
must listen to the entire greeting.
If you do not enable Forced Play, when an agent becomes available the
greeting is interrupted and the call goes to the available agent.
Limit the number of Forced Play greetings and keep Forced Play greetings
as short as possible. Long Forced Play greetings increase the transfer time
of calls to agents and cause unpredictable increases in distribution times.
For more information, refer to “Routing Table administration” on page 200.
Intelligent Caller Input
Routing, Basic
While the greeting plays callers can:
•press ⁄ to transfer to the Automated Attendant
•press ‚ to transfer to the Operator
• press · to leave a message in the skillset mailbox
• press ¤ to transfer to a CCR Tree
These are the default keypad buttons. You can change the keypad buttons.
Ensure that the Non-business hours greetings have Intelligent Call Input
Routing, Basic enabled so that callers can direct how they transfer their
calls.
- CallPilot 1
- Trademarks 2
- Task List 3
- 6 Task List 6
- Contents 7
- Chapter 14 11
- Chapter 15 11
- Chapter 19 13
- 14 Contents 14
- Chapter 1 15
- 16 Chapter 1 Getting started 16
- Chapter 1 Getting started 17 17
- Contact Center features 18
- Chapter 1 Getting started 19 19
- Audience 20
- Acronyms 20
- Symbols and text conventions 21
- Related Publications 22
- How to get Help 23
- 24 Chapter 1 Getting started 24
- Chapter 2 25
- Enabling keycodes 26
- Starting CallPilot Manager 27
- System timeout 28
- Contact Center access 28
- Using the dialpad 29
- About telephone buttons 31
- Chapter 3 33
- To program a memory button 34
- Supervisors 35
- Agent Feature Codes 36
- Chapter 4 39
- To add an agent 40
- Adding more than one agent 42
- 11 Click the Submit button 43
- Changing agent information 44
- Resetting an agent’s password 44
- Deleting an agent 45
- Forcing an agent off 45
- 6 Click the OK button 46
- Chapter 5 47
- Skillset properties 48
- Setting up DID routing 52
- Setting up CLID/DNIS Routing 52
- Routing using a Line 53
- Routing using CLID and a Line 53
- To add a CLID/DNIS Route 55
- Changing a CLID/DNIS Route 56
- To change a CLID/DNIS Route 56
- To delete a CLID/DNIS Route 57
- Dynamic Agent Priority 57
- Viewing agents in a skillset 60
- Enabling a skillset 61
- Disabling a skillset 61
- Unconfiguring a skillset 63
- Chapter 6 65
- Indication telephone 66
- Opening a skillset mailbox 68
- Skillset mailbox password 69
- to select a greeting 74
- Accept greeting? 76
- RETRY PLAY OK 76
- 2 new 0 saved 78
- PLAY REC ADMIN 78
- No messages 80
- COMP MBOX EXIT 80
- Retrieving erased messages 81
- Replying to messages 82
- Chapter 7 85
- Deleting a destination number 102
- Adding a destination number 103
- Chapter 8 105
- N0060620N0060620 106
- 2 Click the Greetings link 107
- Chapter 9 113
- Condition 114
- Example 1 115
- Example 2 115
- Example 3 116
- Example 4 116
- Example 5 117
- Example 6 118
- Example 7 118
- Example 8 119
- Chapter 10 125
- Expected Wait Time 126
- To set up EWT 127
- Recording EWT greetings 127
- To set up an EWT Table 128
- To delete an EWT Table 130
- To change an EWT Table 131
- Greeting step parameters 132
- Adding a Greeting step 133
- To add a Greeting step 133
- Adding a Distribute for step 135
- To add a Distribute for step 135
- Adding a Goto step 136
- To add a Goto step 136
- Adding a Transfer step 136
- To add a Transfer step 137
- Adding a Disconnect step 137
- To add a Disconnect step 138
- Changing a Routing Table 145
- To delete Routing Table steps 146
- Chapter 11 147
- Using wildcard characters 150
- Changing a Caller Input rule 152
- Deleting a Caller Input rule 153
- Chapter 12 155
- Configuring lines 156
- To configure several lines 157
- Chapter 13 159
- MMCC Public Hostname 161
- Reserved channels 162
- Enable Caller ID 162
- System Configuration Report 164
- Monitoring tips 171
- About monitoring sessions 173
- Monitoring skillsets 174
- To monitor skillsets 174
- Taking some Not Ready time 176
- Logging off 177
- Supervisor Help 177
- How Supervisor Help works 178
- Configuring Supervisor Help 179
- How to handle missed requests 180
- Prompted 184
- Optional 184
- Chapter 15 Activity Codes 185 185
- Autopegs 186
- Examples of Autopeg calls 186
- System Activity Codes 187
- Example 1: No Peg 188
- Chapter 15 Activity Codes 189 189
- Transfer to Agent 190
- Break Time 191
- 192 Chapter 15 Activity Codes 192
- To create an Activity Code 193
- Importing Activity Codes 194
- 2 Click the Import button 195
- 196 Chapter 15 Activity Codes 196
- Pressing NO 198
- Activity Codes 198
- Chapter 16 199
- Routing Table administration 200
- Assigning DNs 202
- Chapter 17 203
- General Configuration 205
- General Properties 206
- Caller Input Rules 206
- Skillset 1 208
- Service Mode 209
- Skillset 2 210
- Routing Tables 211
- Overflow 212
- Skillset 3 213
- Skillset 4 215
- Multimedia Contact Center 217
- Skillset 5 219
- Chapter 18 223
- Agent problems 224
- Call Forward 225
- Answer DN 225
- Do Not Disturb 225
- Call Forward No Answer 226
- Hunt groups 226
- Automatic Answer 226
- Skillset problems 227
- Call processing problems 228
- Center calls do 230
- Operator 231
- Feature Codes 234
- Operator/Business Status 234
- Contact Center skillsets 235
- Contact Center Greetings 236
- Intelligent Overflow Routing 237
- Contact Center agents 238
- Skillset assignments 239
- Skillset mailboxes 240
- Intelligent CLID/DNIS Routing 243
- Line answering 244
- Glossary 245
- Numerics 251
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