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Chapter 11 Creating Caller Input Rules 157
Nortel Networks Call Center Set Up and Operation Guide
8 Click the Add button.
The Match Rule Setup page appears.
9 In the Match String box type the string you want to match.
You can use # and * as wildcard characters.
For information on using wildcard characters refer to “Using wildcard characters” on page
159.
10 Select an action for how you want to route the call:
• if you want to transfer the call to another skillset:
—select Move to Skillset
— from the list box select the number of the skillset you want to transfer the call to.
— if you want to change the priority of the call, select a number between 1 and 20 from
the New Call Priority list box. The default is 10.
• if you want to transfer the call to the skillset mailbox, select Send to Skillset Mailbox
• if you want to transfer the call to an extension, select Transfer to Extension and in the
box type the extension number you want to transfer the call to
• if you want to transfer the call to a mailbox, select Transfer to Mailbox and in the box
type the mailbox number you want to transfer the call to
• if you want to transfer the call to an external number:
—select Transfer to External
— in the box type the number you want to transfer the call to
—from the Outdial Method list box select an outdial method