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Chapter 10 Setting up Routing Tables 141
Nortel Networks Call Center Set Up and Operation Guide
Adding a Distribute for step
Distribute for steps put callers on hold while they wait for an agent.
To add a Distribute for step
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 the Night link for the skillset you want to add a distribution step to.
The Day or Night Routing Table page appears for the skillset.
5 Click the Insert link for the step you want to add a Distribute for step to.
The Routing Step page appears.
6 Click the Distribute for option.
7 In the Distribute for box enter the longest time in minutes and seconds that callers can wait on
hold in this step.
8 Click the Submit button.
The Distribute For step appears in the Routing Table list.
9 Click the Close button to return to the Skillset list.