Routing Table Administration; Call Center General Parameters - Nortel Call Center Set Up And Operation Manual

218 Chapter 16 Tips for operating Call Center

Routing Table administration

• Use Forced Play greetings sparingly. If you use Forced greetings, keep them as short as
possible. Many long Forced Play greetings slows transferring calls to agents and causes
unpredictable increases in distribution times. Calls in other skillsets are not affected.
• When a Forced Play greeting plays for the highest priority call in a skillset, the other lower
priority calls in the skillset have to wait even if agents become available during this time. For
example, the longest waiting call, which is the highest priority call, gets routed to a Forced
Play greeting. Agents become available during the time that the highest priority call is played
a Forced Play greeting. The result is that no calls in this skillset are routed to an agent until the
Forced Play greeting is finished playing to the highest priority call. This guarantees that the
highest priority call is answered before lower priority calls in the skillset.
• Ensure that an Intelligent Caller Input Routing, Basic transfers calls to a skillset mailbox if you
want callers to be able to press · to leave a message in a skillset mailbox. Remember to
explain in your greeting that the you can press · to leave a message in a mailbox.
• Program Intelligent Caller Input Routing, Basic to transfer calls to a skillset mailbox for
Non-business hours greetings so that you do not miss any messages.
• If a Goto step follows a greeting, make a Distribution step the target for the Goto step. If you
make the Goto target step after a Greeting step another Greeting step, callers hear two
greetings in a row.
Routing calls using Dynamic Call Priority
If you use priority to route calls to agents, make sure you have both Agent Priority and Call
Priority configured. Each call that enters a skillset is given a default call priority of 10. In
Enhanced or Professional Call Center, you can change a call's priority using:
• Intelligent Caller Input Routing, Advanced Option
• Intelligent CLID/DNIS Routing
• Intelligent Overflow Routing
Call priority is distinct from agent priority. If a waiting call needs to be routed, for example when
an agent becomes available, Call Center determines which waiting call must be handled next. This
is the call with the highest priority, or, if all the waiting calls have the same priority, the call with
the longest wait time. Call Center then determines the right agent to handle the call. If the skillset's
method of call distribution is Preferred, Call Center finds the available agents assigned to and
logged in to the skillset, and chooses the one with the highest priority. If the method is Least Busy,
the agent that has been available longest is routed the call.

Call Center general parameters

• Do not assign all the available voice channels as reserved channels. Call Center can use any
voice channel, but reserved channels are never used by voicemail.
• A reserved or voice channel is used when:
— a Call Center greeting is played to a caller
— Off-premise Message Notification notifies you of a message in a skillset mailbox
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