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230 Chapter 17 Examples of Call Center configurations
P0605665 03
Skillset 2
Routing Tables
Properties
Name Support
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 Prompted
Agents 21, 22, 6, 7, 8, 9, 10, 11, 12, 13, 14, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32,
33
Day Routing Table steps
1 - Greeting 2
Advanced Caller Input: Table 2
2 - Distribute 00:50
3 - Greeting 10
4 - Distribute 00:50
5 - EWT Table 1
Basic Caller Input:
9 = Transfer to skillset mailbox
6 - Distribute 00:50
7 - Greeting 11
8 - Distribute 01:20
9 - Greeting 7
Basic Caller Input:
9 = Transfer to skillset mailbox
10 - Go to step 2