Nortel Call Pilot 150 Instructions Manual
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Chapter 9 Routing table administration 111 CallPilot 150 Basic Call Center Telephone Administration Guide Adding a Goto step Goto steps send a caller to a previous step in the routing table. You can add a Goto step only to the end of a routing table. 1Press ≤·°‹. Enter the Call Center Administrator mailbox number and password, and then press OK . 2Press OTHR . 3Press CC . 4Press SKILL . 5Enter the number of the skillset you want to add a Goto step to and press OK . 6If the skillset is enabled,...
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112 Chapter 9 Routing table administration P0945709 03 Adding a Transfer step A transfer step can transfer calls to: an extension a mailbox an external number the Automated Attendant an operator a CCR Tree 1Press ≤·°‹. Enter the Call Center Administrator mailbox number and password, and then press OK . 2Press OTHR . 3Press CC . 4Press SKILL . 5Enter the number of the skillset you want to add a Greeting step to and press OK . 6If the skillset is enabled, press CHNG to disable it. Press NEXT...
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Chapter 9 Routing table administration 113 CallPilot 150 Basic Call Center Telephone Administration Guide 12Add the type of transfer step you want to the Routing Table. To transfer to an extension: Press EXTN Enter the extension number and press OK To transfer to a mailbox: Press MBOX Enter the mailbox number and press OK To transfer to an external number: Press OTHR Press EXTERN Press CHNG to select a line or press NEXT to select a line pool as the outdial method Enter the line or line pool...
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114 Chapter 9 Routing table administration P0945709 03 Adding a Disconnect step Disconnect steps release a call from the skillset it is in. If the first step in a routing table is a Disconnect step, Call Center does not answer the line. 1Press ≤·°‹. Enter the Call Center Administrator mailbox number and password, and then press OK . 2Press OTHR . 3Press CC . 4Press SKILL . 5Enter the number of the skillset you want to add a Disconnect step to and press OK . 6If the skillset is enabled, press...
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Chapter 9 Routing table administration 115 CallPilot 150 Basic Call Center Telephone Administration Guide Example of a Day Routing Table To set up the routing table steps 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 Step number Type of step Step parameters 1Greeting Greeting 1, information greeting Forced Transfer none enabled 2Distribute for 1:00 (one minute)...
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116 Chapter 9 Routing table administration P0945709 03 10Press GRTG. 11Enter the number of the greeting you want to use and press OK . 12Press OK . 13Press Force and press OK. 14Press OK . 15Press YES to continue to build the table. 16Press DIST . 17Press CHNG . 18Enter 0100 and press OK . 19Press OK . 20Press YES . 21Press GRTG . 22Enter the number of the greeting you want to use and press OK . 23Press OK . 24Press XFER . 25Press NEXT . 26Press NEXT . 27Press NEXT . 28Press OK . 29Press OK ....
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Chapter 9 Routing table administration 117 CallPilot 150 Basic Call Center Telephone Administration Guide 31Press DIST. 32Press OK . 33Press YES . 34Press GRTG . 35Press 3 and press OK . 36Press OK . 37Press XFER . 38Press DISABL . 39Press NEXT . 40Press NEXT . 41Press DISABL . 42Press NEXT . 43Press DISABL . 44Press OK . 45Press OK . 46Press YES . 47Press OTHR . 48Press GOTO . 49Press CHNG . 50Press OK . 51Press ® to end the session. Step 4 DIST GRTG OTHR Hold time: 00:30 CHNG...
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118 Chapter 9 Routing table administration P0945709 03 Example of a Night Routing Table To set up the routing table steps shown in “Example of Night Routing Table steps”, follow the procedure “To set up the Night Routing Table example”. Example of Night Routing Table steps To set up the Night Routing Table example Step number Type of step Step parameters 1Greeting Greeting 6, non-business hours greeting Not forced play Intelligent Call Input Routing, Basic 2Disconnect There are no parameters for the...
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Chapter 9 Routing table administration 119 CallPilot 150 Basic Call Center Telephone Administration Guide 13Press XFER. 14Press NEXT . 15Press NEXT . 16Press NEXT . 17Press OK . 18Press OK . 19Press YES . 20Press OTHR . 21Press DISC . 22Press OK . 23Press ® to end the session Type: Norm Force XFER OK AA Key: 1 CHNG DISABL NEXT Oper Key: 0 CHNG DISABL NEXT Mbox Key: 9 CHNG DISABL NEXT CCR Key: 2 Tr: 1 CHNG DISABL OK Type: Norm Xfer Force XFER...
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120 Chapter 9 Routing table administration P0945709 03 Changing a routing table You must disable a skillset before you can change its routing table. For how to disable a skillset, refer to “Disabling a skillset” on page 40. Reviewing Routing Table steps Note: You can add steps to a routing table only when you set it up. After you set up the table, you cannot add or delete steps. You can modify steps. To Follow the procedure Review steps“Reviewing Routing Table steps” on page 120 Modify...