Nortel Networks Call Center Instructions Manual

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4The display shows the Service Mode for skillset 1.
In this example, skillset 1 is in Auto mode.
Press CHNG
 if you want to change the Service Mode to Day or Night
or
press VIEW
 if you want to view the details for the Service Mode
or
press NEXT
 if you have a Day Routing Table for skillset 2.
5The display shows the Service Mode for skillset 2.
In this example, skillset 1 is in Auto mode.
Press CHNG
 if you...

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Example of a Day Routing Table
To set up the routing table steps in 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
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset List link.
The Skillset List link appears.
4Click the Day link for Skillset 1.
The Day Routing Table page appears....

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11In the Distribute for box enter the time 01:00.
12Click the Submit button.
The Distribute For step appears as step 2 in the Day Routing Table list.
13Click the Insert link for the End step.
The Routing Step page appears.
The Greeting option is selected by default.
14In the Greeting box type 2.
15At the Intelligent Caller Input Routing option, select Basic.
The Auto-Attendant, Operator, Skillset Mailbox...

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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
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset List link.
The Skillset List page appears.
4Click the Night link for Skillset 1.
The Night Routing Table page...

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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 53.
Reviewing Routing Table steps
You can review the steps for enabled skillsets.
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset List link.
The Skillset List page appears.
4Click the Day or Night link for the...

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5Click the Modify link for the step you want to change.
The Routing Step page appears.
6Make the changes you want to the routing table step.
7Click the Submit button.
The changed step appears in the Routing Table list.
8Click the Close button to return to the Skillset List page.
Deleting Routing Table steps
You must disable a skillset before you can delete its routing table steps.
For how to disable a skillset refer to “Disabling a skillset” on page...

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Creating Caller Input Rules
If you use Professional Call Center, you can create Caller Input Rules that route calls to other 
skillsets or locations based on caller multi-digit DTMF input. Caller Input Rules let you identify 
callers depending on what kind of services your call center has. For example, callers can enter a 
passcode to access a special service line. Refer to “An example of using Intelligent...

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4Click the Change link for the Caller Input Rules Table you want to add a rule to.
The Rule Table Properties page appears.
5Select Fixed or Variable, depending on whether you want to create a rule that applies to a 
dialstring of a fixed or variable length:
 If you select Fixed, in the Fixed box enter the number of digits allowed.
The fixed length can be from 1 to 50 digits.
 If you select Variable, in the Variable boxes type the minimum to the...

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8Click the Add button.
The Match Rule Setup page appears.
9In the Match String box type the string you want to match.
You can use # and * as wildcard characters.
For information on using wildcard characters refer to “Using wildcard characters” on page 
141.
10Select an action for how you want to route the call:
 if you want to transfer the call to another skillset:
—select Move to Skillset
— from the list...

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— if you select Line or Pool, in the Line/Pool# box type the line or line pool number 
used
 if you want to transfer the call to the Automated Attendant, select Transfer to Auto 
Attendant
 if you want to transfer the call to the operator, select Transfer to Operator
 if you want to transfer the call to a CCR Tree, select Transfer to CCR and from the list 
box select the number of the CCR Tree you want to transfer the call to
 if you want to the...