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160 Chapter 11 Creating Caller Input Rules
P0605665 03
6 The Call Center Administrator created three rules for Rules Table 1:
• rule 4709####. Customers with servers have a personal identification number that begins
with 4709
• rule 5709####. Customers with desktop computers have a personal identification number
that begins with 5709
• rule 6709####. Customers with laptop computers have a personal identification number
that begins with 6709
7 The callers’ personal identification number is 67095233, which matches the rule for laptop
computers.
8 The Call Center Administrator set up the rules in Rules Table 1 with these Actions:
• a match for 4709#### sends callers to skillset 1 (servers) and changes the call priority to 1
• a match for 5709#### sends callers to skillset 2 (desktops) and changes the call priority
to 1
• a match for 6709#### sends callers to skillset 3 (laptops) and changes the call priority to 1
9 The call enters skillset 3. Skillset 3 is the priority service skillset for laptops.