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164 Chapter 12 Tips for operating Call Center
N0025637 01
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
mention in the greeting to 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.
Call Center general parameters
• Do not assign all the available voice channels as reserved channels. Otherwise, there will be no
channels available for 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