Adding A Greeting Step; Greeting Step Parameters - Nortel BCM50 Administration Manual

130 Chapter 10 Routing table administration

Adding a Greeting step

Greeting steps play a message to waiting callers. You must have a greeting recorded before you
can use it in a Greeting step. For how to record a Call Center greeting refer to
Center greeting" on page

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
Forced Play
Intelligent Caller Input
Routing, Basic (Xfer)
No Intelligent Caller Input
Routing (Norm)
N0025637 02
36.
"Fax Detection" on page
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
While the greeting plays callers can:
⁄
• press
‚
• press
·
• press
¤
• press
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.
While the greeting plays callers cannot press a dialpad button to transfer
their call. Call Center ignores buttons pressed on the dialpad. The greeting
plays without interruption. This is the default setting. At the end of the
greeting, the caller goes to the next routing step. If there is no next step, the
call ends.
128.
"Routing Table administration" on page
to transfer to the Automated Attendant
to transfer to the Operator
to leave a message in the skillset mailbox
to transfer to a CCR Tree
"Recording a Call
164.