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Chapter 5 Setting up skillsets 45
Call Center Telephone Administration Guide
26 Press NEXT if your Call Center does not use Activity Codes and go
to step 27
or
if your Call Center uses Activity Codes, select the Activity Code
entry type: OPT
for Optional, PRMPT for Prompted and press NEXT.
This prompt appears only if you have Call Center Reporting
enabled on your system.
NOTE: Although you can set this Activity Code parameter by
telephone, you must use CallPilot Manager to create Activity
Codes. For more information, refer to the Call Center Set Up and
Operation Guide or CallPilot Manager online help.
27 If you use Expected Wait Time, enter how many calls you want to
use to calculate ETW. The range is 2-256 calls. The default is 10.
If you do not use Expected Wait Time, go so step 30.
28 If you use Expected Wait Time, select whether you want EWT to
be recalculated if it increases, and the appropriate EWT greeting to
be played. The default is Y.
29 If you use Expected Wait Time, enter the Initial Call Duration. This
can be a value between 00:01:00 and 24:00:00, and is used to
compute expected wait time until sufficient statistics are obtained
The default of 3 minutes is shown.
Press CHNG
if you want to change the default
or
press NEXT
to accept the default time and go to step 30.
30 Press CHNG
to change the service mode for Monday
or
press NEXT
.
31 Enter the Day Routing Table start time and press OK
.
This is a four digit field. Add a zero to any single digit hour or
minute.
32 Press AM
or PM.
33 Enter the Night Routing Table start time and press OK
.
This is a four digit field. Add a zero to any single digit hour or
minute.
34 Press AM
or PM.
AC Entry: OPT
OPT PRMPT NEXT
EWT sample: 10
CHNG NEXT
EWT allow incr: Y
CHNG NEXT
EWT ICD: 00:03:00
CHNG NEXT
Mo: 24 hour
CHNG NEXT
Day start: hhmm
RETRY OK
Day hhmm: xxxx
RETRY AM PM
Night start: hhmm
RETRY OK
Night hhmm: xxxx
RETRY AM PM