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152 Chapter 10 Setting up Routing Tables
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Changing a Routing Table
You must disable a skillset before you can change its routing table.
For how to disable a skillset refer to “Disabling a skillset” on page 59.
Reviewing Routing Table steps
You can review the steps for enabled skillsets.
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 Night link for the skillset whose routing table steps you want to review.
The Day or Night Routing Table page appears.
5 Click the View link to view the steps.
6 After you review the steps, click the Close button.
Modifying Routing Table steps
You must disable a skillset before you can modify its routing table steps.
For how to disable a skillset refer to “Disabling a skillset” on page 59.
1 Start CallPilot Manager.
2 Click the Call Center heading.
3 Click the Skillset List heading.
The Skillset List page appears.
4 Click the Day or the Night link for the skillset with the routing table you want to change.
The Day or the Night Routing Table page appears for the skillset.
To Follow the procedure
Insert steps “Adding a Greeting step” on page 138
“Adding a Distribute for step” on page 141
“Adding a Goto step” on page 142
“Adding a Transfer step” on page 143
“Adding a Disconnect step” on page 144
Review steps “Reviewing Routing Table steps” on page 152
Modify steps “Modifying Routing Table steps” on page 152
Delete steps “Deleting Routing Table steps” on page 153