Adding A Disconnect Step - Nortel Call Center Set Up And Operation Manual

150 Chapter 10 Setting up Routing Tables

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 call.
To add a disconnect step
1 Start CallPilot Manager.
2
Click the Call Center heading.
3
Click the Skillset List link.
The Skillsets List page appears.
4
Click the Day or the Night link for the skillset you want to add a disconnect step to.
The Day or the Night Routing Table page appears.
5 Click the Insert link for a step in the routing table.
The disconnect step is added before this step. To add the disconnect step to the end of the
routing table, click the Insert link for the End step. If the Routing Table is full the End step
does not appear.
The Routing Step page appears.
6 Click the Disconnect option.
7 Click the Submit button.
The Disconnect step appears in the Routing Table list.
8 Click the Close button to return to the Skillset List page.
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