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Chapter 17 Examples of Call Center configurations 221
Nortel Networks Call Center Set Up and Operation Guide
Skillset 2 properties
Routing Tables
Name Serv_Inst
MWI DN 334
Method Least busy
Attendant Ext 222
Use previous __ calls to
calculate EWT
10
EWT Increase Allowed Enabled
Initial Call Duration 00:03:00
Activity Code Entry Type Optional
Agents 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14
Day Routing Table steps
1 - Greeting 2
2 - Distribute 01:30 (mm:ss)
3 - Greeting 3
4 - Go to Step 2
Night Routing Table steps
1 - Send to Skillset Mailbox