User's Manual

Chapter 10 Setting up Routing Tables 149
Nortel Networks Call Center Set Up and Operation Guide
Example of a Day Routing Table
To set up the routing table steps is shown in “Example of Day Routing Table steps”, follow the
procedure “To set up the Day Routing Table example”.
Example of Day Routing Table steps
To set up the Day Routing Table example
1 Start CallPilot Manager.
2 Click the Call Center heading.
3 Click the Skillset List link.
The Skillset List link appears.
4 Click the Day link for Skillset 1.
The Day Routing Table page appears.
5 Click the Insert link.
The Routing Step page appears.
Greeting 1 is assigned by default.
6 Select the Forced Play check box.
7 At the Intelligent Caller Input Routing option select None.
8 Click the Submit button.
The Greeting step appears as step 1 in the Day Routing Table list.
9 Click the Insert link for the End step.
The Routing Step page appears.
10 Click the Distribute for option.
Step number Type of step Step parameters
1
Greeting Greeting 1, information greeting
Forced
Transfer none enabled
2
Distribute for 1:00 (one minute)
3
Greeting Greeting 2, general company greeting
Not forced play
Intelligent Call Input Routing, Basic with defaults
4
Distribute for Accept default - distribute for 00:30 (thirty seconds)
5
Greeting Greeting 3, please wait greeting
Not forced play
Intelligent Call Input Routing, Basic with operator default
6
Goto Routing Table step 2