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Chapter 10 Setting up Routing Tables 137
Nortel Networks Call Center Set Up and Operation Guide
Greeting step parameters
You can assign these parameters to greeting steps. If the first step in a routing table is a Greeting
step, it can detect fax calls and route them to the skillset mailbox for the routing table. For more
information refer to
“Fax Detection” on page 127.
Forced Play
Enable Forced Play for a greeting that contains important information that
you want callers to hear. If an agent becomes available while a caller is
listening to a Forced greeting, the greeting is not interrupted. The caller
must listen to the entire greeting.
If you do not enable Forced Play, when an agent becomes available the
greeting is interrupted and the call goes to the available agent.
Limit the number of Forced Play greetings and keep Forced Play greetings
as short as possible. Long Forced Play greetings increase the transfer time
of calls to agents and cause unpredictable increases in distribution times.
For more information, refer to
“Routing Table administration” on page 212.
Intelligent Caller Input
Routing, Basic
While the greeting plays callers can:
•press ⁄ to transfer to the Automated Attendant
•press ‚ to transfer to the Operator
• press · to leave a message in the skillset mailbox
• press ¤ to transfer to a CCR Tree
These are the default keypad buttons. You can change the keypad buttons.
Ensure that the Non-business hours greetings have Intelligent Call Input
Routing, Basic enabled so that callers can direct how they transfer their
calls.
Intelligent Caller Input
Routing, Advanced
Advanced Intelligent Caller Input Routing is available if you use
Professional Call Center.
Intelligent Caller Input Routing, Advanced uses the Caller Input Rules you
create to change the priority and route calls to other skillsets or locations
based on caller multi-digit DTMF input.
Callers enter a sequence of DTMF digits such as a charge card number or
passcode. The caller input is used to determine call treatment. Based on
the caller input, the call can change in priority and/or be routed to:
• the Automated Attendant
• the Operator
• the skillset mailbox
• a CCR Tree
•a mailbox
• an extension
• an external number
• another skillset
Intelligent Caller Input Routing, Advanced parameters:
• Retries is 0-5, default is 2. This is the number of times a Data Entry step
repeats itself on a caller entry error.
• Number of Caller Input Rule tables is equal to the number of available
skillsets.
No Intelligent Caller Input
Routing
While the greeting plays callers cannot press a dialpad button to transfer
their call. Call Center ignores buttons pressed on the dialpad. The greeting
plays without interruption. This is the default setting. At the end of the
greeting, the caller goes to the next routing step. If there is no next step, the
call ends.