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Chapter 10 Setting up Routing Tables 139
Nortel Networks Call Center Set Up and Operation Guide
5 Click the Insert link.
The Routing Step page appears.
6 At the Step Type option, select Greeting and enter the greeting number you want to use
or
if you want to use Expected Wait Time greetings, select EWT Greeting Table and from the
list select the EWT Table you want to use.
If you have entered a greeting caption for the greeting or the EWT Greeting Table, the caption
name appears.
7 If you want the caller to listen to the entire message before they transfer to an agent, select the
Forced Play check box.