Nortel Networks P0605665 03 Chapter Creating Caller Input Rules, Creating a Caller Input Rule

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Chapter 11

Creating Caller Input Rules

If you use Professional Call Center, you can create Caller Input Rules that route calls to other skillsets or locations based on caller multi-digit DTMF input. Caller Input Rules let you identify callers depending on what kind of services your call center has. For example, callers can enter a passcode to access a special service line. Refer to “An example of using Intelligent Caller Routing, Advanced” on page 159 for an example of how to use Caller Input Rules in your call center.

If you use Professional Call Center you have 50 Caller Input Tables. You do not have Caller Input Tables if you use Basic Call Center.

You can create up to 2,000 Caller Input Rules for each table. Each rule has a Match String, and an Action. The Match String is the string of digits that is checked, and the Action is the routing applied to calls that match the rule. The list of Caller Input Rules is sorted numerically by Match String. If strings overlap, longer, more-specific strings appear before shorter, less-specific strings.

Note: When you record the greetings you want to use for Caller Input, include that the caller must press £after they enter their input. For example, "If you have a personal identification number, please enter it now, followed by the # key."

Creating a Caller Input Rule

1Start CallPilot Manager.

2Click the Call Center heading.

3Click the Caller Input Rules link.

The Caller Input Rules Tables page appears.

Nortel Networks Call Center Set Up and Operation Guide