Chapter 10 Setting up Routing Tables 141

Adding a Distribute for step

Distribute for steps put callers on hold while they wait for an agent.

To add a Distribute for step

1Start CallPilot Manager.

2Click the Call Center heading.

3Click the Skillset List link. The Skillset List page appears.

4Click the Day or the Night link for the skillset you want to add a distribution step to. The Day or Night Routing Table page appears for the skillset.

5Click the Insert link for the step you want to add a Distribute for step to. The Routing Step page appears.

6Click the Distribute for option.

7In the Distribute for box enter the longest time in minutes and seconds that callers can wait on hold in this step.

8Click the Submit button.

The Distribute For step appears in the Routing Table list.

9Click the Close button to return to the Skillset list.

Nortel Networks Call Center Set Up and Operation Guide

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Nortel Networks P0605665 03 manual Adding a Distribute for step, To add a Distribute for step