Changing A Routing Table; Reviewing Routing Table Steps; Modifying Routing Table Steps - Nortel Call Center Set Up And Operation Manual

158 Chapter 10 Setting up Routing Tables

Changing a Routing Table

You must disable a skillset before you can change its routing table.
For how to disable a skillset refer to
To
Insert steps
Review steps
Modify steps
Delete steps

Reviewing Routing Table steps

You can review the steps for enabled skillsets.
1
Start CallPilot Manager.
2
Click the Call Center heading.
3 Click the Skillset List link.
The Skillset List page appears.
4 Click the Day or Night link for the skillset whose routing table steps you want to review.
The Day or Night Routing Table page appears.
5 Click the View link to view the steps.
6 After you review the steps, click the Close button.

Modifying Routing Table steps

You must disable a skillset before you can modify its routing table steps.
For how to disable a skillset refer to
1
Start CallPilot Manager.
2
Click the Call Center heading.
3
Click the Skillset List heading.
The Skillset List page appears.
4 Click the Day or the Night link for the skillset with the routing table you want to change.
The Day or the Night Routing Table page appears for the skillset.
N0008709 04
"Disabling a skillset" on page
Follow the procedure
"Adding a Greeting step" on page 144
"Adding a Distribute for step" on page 147
"Adding a Goto step" on page 148
"Adding a Transfer step" on page 149
"Adding a Disconnect step" on page 150
"Reviewing Routing Table steps" on page 158
"Modifying Routing Table steps" on page 158
"Deleting Routing Table steps" on page 159
"Disabling a skillset" on page
64.
64.