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, press CHNG
to disable it.
Press NEXT
.
7Press ROUTE
.
8Press DAY
or NIGHT.
In this example, Day is shown.
9Press SETUP
.
10Press OTHR
.
11Press GOTO
.
12Press CHNG
until the step is displayed that you want the call to go to
and press OK
or
press OK
to accept the step that is shown.
13This display appears.
After you add a Goto step you cannot add more steps to the table.
14Press ® to end the session.
Log:
QUIT RETRY OK
Admin
MBOX AA OTHR
Admin
GLIST CCR CC
CC Admin
AGENT SKILL OTHR
Skillset:
RETRY QUIT OK
Status: xxxxxx
CHNG NEXT
Skillset Admin
PARM AGENT ROUTE
Route Table
DAY
NIGHT QUIT
Day routing
SETUP QUIT
Step x
D IS T G R TG O T H R
Step x
DISC XFER GOTO
Goto Step: x
CHNG OK
Table complete
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 . 7Press ROUTE . 8Press DAY or NIGHT. In this example, Day is shown. 9Press SETUP . 10Press OTHR . 11Press XFER . Goto appears only if this is not the first step. Log: QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Skillset: RETRY QUIT OK Status: xxxxxx CHNG NEXT Skillset Admin PARM AGENT ROUTE Route Table DAY NIGHT QUIT Day routing SETUP QUIT Step x DIST DIST OTHR Step x DISC XFER GOTO
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 number and press OK Press OK Enter the telephone number you want to transfer the call to Press OK To transfer to the Automated Attendant: Press OTHR Press AA Press OK To transfer to the Operator: Press OTHR Press OTHR Press OPER Press OK To transfer to a CCR Tree: Press OTHR Press OTHR Press OTHR Press CCR Enter the number of the CCR Tree and press OK Press OK 13Press YES to add another step or press ® to end the session. Step x EXTN MBOX OTHR Step x EXTERN AA OTHR Another step? YES QUIT
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 CHNG
to disable it.
Press NEXT
.
7Press ROUTE
.
8Press DAY
or NIGHT.
In this example, Day is shown.
9Press SETUP
.
10Press OTHR
.
11Press DISC
.
12Press OK
.
13Press ® to end the session.
Log:
QUIT RETRY OK
Admin
MBOX AA OTHR
Admin
GLIST CCR CC
CC Admin
AGENT SKILL OTHR
Skillset:
RETRY QUIT OK
Status: xxxxxx
CHNG NEXT
Skillset Admin
PARM AGENT ROUTE
Route Table
DAY
NIGHT QUIT
Day routing
SETUP QUIT
Step x
DIST GRTG OTHR
Step x
DISC
XFER
Disconnect
OK
Table complete
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)
3Greeting Greeting 2, general company greeting
Not forced play
Intelligent Call Input Routing, Basic with defaults
4Distribute for Accept default - distribute for 00:30 (thirty seconds)
5Greeting Greeting 3, please wait greeting
Not forced play
Intelligent Call Input Routing, Basic with operator default
6Goto Routing Table step 2
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 set up and press OK
.
6If the skillset is enabled, press CHNG
to disable it.
Press NEXT
.
7Press ROUTE
.
8Press DAY
.
9Press SETUP
.
Log:
QUIT RETRY OK
Admin
MBOX AA OTHR
Admin
GLIST CCR CC
CC Admin
AGENT SKILL
OTHR
Skillset:
RETRY QUIT OK
Status: xxxxxx
CHNG NEXT
Skillset Admin
PARM AGENT ROUTE
Route Table
DAY NIGHT QUIT
Day routing
SETUP
QUIT
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
.
30Press YES
.
Step 1
DIST GRTG OTHR
CC greeting: x
RETRY OK
CC greeting: x
RETRY PLAY OK
Type: Norm
Force XFER OK
Type: Norm
Force XFER OK
Another step?
YES QUIT
Step 2
DIST GRTG OTHR
Hold time: 00:30
CHNG
OK
Hold time mmss:
RETRY OK
Hold time: 01:00
CHNG OK
Another step?
YES
QUIT
Step 3
DIST GRTG OTHR
CC greeting: x
RETRY OK
CC greeting: x
RETRY PLAY OK
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 OK
Another step?
YES
QUIT
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 OK
Another step?
YES QUIT
Step 5
DIST GRTG OTHR
CC greeting:
RETRY OK
CC greeting: 3
RETRY PLAY OK
Type: Norm
Force XFER OK
AA Key: 1
CHNG DISABL
NEXT
AA Key: disable
CHNG NEXT
Oper Key: 0
CHNG DISABL NEXT
Mbox Key: 9
CHNG DISABL
NEXT
MBox Key: disable
CHNG NEXT
CCR Key: 2 Tr: 1
CHNG DISABL OK
CCR Key: disable
CHNG OK
Type: Norm Xfer
Force XFER OK
Another step?
YES QUIT
Step 6
DIST GRTG OTHR
Step 6
DISC XFER GOTO
Goto Step: 1
CHNG OK
Goto Step: 2
CHNG OK
Table complete
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 Disconnect option. 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 set up and press OK . 6If the skillset is enabled, press CHNG to disable it. Press NEXT . 7Press ROUTE . 8Press NIGHT . 9Press SETUP . 10Press GRTG . 11Press 6 and press OK . 12Press OK . Log: QUIT RETRY OK Admin MBOX AA OTHR Admin GLIST CCR CC CC Admin AGENT SKILL OTHR Skillset: RETRY QUIT OK Status: xxxxxx CHNG NEXT Skillset Admin PARM AGENT ROUTE Route Table DAY NIGHT QUIT Night routing SETUP QUIT Step 1 DIST GRTG OTHR CC greeting: x RETRY OK CC greeting: x RETRY PLAY OK
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 OK
Another step?
YES QUIT
Step 2
DIST GRTG OTHR
Step 2
DISC XFER GOTO
Disconnect
OK
Another step?
YES QUIT
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 steps“Modifying Routing Table steps” on page 121
Erasing a routing table“Erasing a Routing Table” on page 122
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 review and press OK
.
6Press NEXT
.
7Press ROUTE
.
8Press DAY
or NIGHT.
In this example, Day is shown.
9Press VIEW
.
10Press NEXT
to view each remaining step.
11This display appears when you reach the last step.
12Press ® to end the session.
Log:
QUIT RETRY OK
Admin
MBOX AA OTHR
Admin
GLIST CCR CC
CC Admin
AGENT SKILL
OTHR
Skillset:
RETRY QUIT OK
Status: xxxxxx
CHNG NEXT
Skillset Admin
PARM AGENT ROUTE
Route Table
DAY NIGHT QUIT
Day routing
VIEW
ERASE QUIT
1: xxxxx
CHNG NEXT
End table
Route Table
DAY NIGHT QUIT