Chapter 11 Creating Caller Input Rules 157
8Click the Add button.
The Match Rule Setup page appears.
9In the Match String box type the string you want to match. You can use # and * as wildcard characters.
For information on using wildcard characters refer to “Using wildcard characters” on page 159.
10Select an action for how you want to route the call:
•if you want to transfer the call to another skillset:
—select Move to Skillset
—from the list box select the number of the skillset you want to transfer the call to.
—if you want to change the priority of the call, select a number between 1 and 20 from the New Call Priority list box. The default is 10.
•if you want to transfer the call to the skillset mailbox, select Send to Skillset Mailbox
•if you want to transfer the call to an extension, select Transfer to Extension and in the box type the extension number you want to transfer the call to
•if you want to transfer the call to a mailbox, select Transfer to Mailbox and in the box type the mailbox number you want to transfer the call to
•if you want to transfer the call to an external number:
—select Transfer to External
—in the box type the number you want to transfer the call to
—from the Outdial Method list box select an outdial method
Nortel Networks Call Center Set Up and Operation Guide
