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52 Chapter 5 Setting up skillsets
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• If you have Multimedia Call Center enabled and you want to assign routing to Multimedia
Call Center calls, select the Multimedia Calls check box. If you select the Multimedia
Calls check box, you can enter a CLID/ANI number, but you must leave the Line box and
the DNIS box blank.
6 Select the type of routing you want to apply to the call:
• if you want to move the call to another skillset, select Move to Skillset and from the
Skillset list box select the number of the skillset you want to route the call to
• if you want to move the call to another skillset and assign it a different priority:
—select Move to Skillset
—from the Skillset list box select the number of the skillset you want to route the call to
—from the New Call Priority list box select a priority from 1-20 for the call
• if you want to change the priority of the call, select Change Call Priority Only and from
the New Call Priority list box select a priority from 1-20 for the call
7 Click the Submit button.
Changing a CLID/DNIS Route
You can change the type of routing that applies to a CLID/DNIS call. If you want to change the
type of call the routing applies to, you must create a new route in the CLID/DNIS Routing Table.
To change a CLID/DNIS Route
1 Start CallPilot Manager.
2 Click the Call Center heading.
3 Click the CLID/DNIS Routing Table link.
The Intelligent CLID/DNIS Routing page appears.
4 Click the Change link for the route you want to change.
The CLID/DNIS Setup page appears for the route.
5 Select the type of routing you want to apply to the call:
• If you want to move the call to another skillset, select Move to Skillset and from the
Skillset list box select the number of the skillset you want to route the call to.
• If you want to move the call to another skillset and assign it a different priority:
—Select Move to Skillset.
—From the Skillset list box select the number of the skillset you want to route the call
to.
—From the New Call Priority list box select a priority from 1-20 for the call.
• If you want to change the priority of the call, select Change Call Priority Only, and from
the New Call Priority list box select a priority from 1-20 for the call.
6 Click the Submit button.