Nortel Networks P0605665 03 manual Changing a CLID/DNIS Route, To change a CLID/DNIS Route

52Chapter 5 Setting up skillsets

•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.

6Select 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

7Click 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

1Start CallPilot Manager.

2Click the Call Center heading.

3Click the CLID/DNIS Routing Table link.

The Intelligent CLID/DNIS Routing page appears.

4Click the Change link for the route you want to change. The CLID/DNIS Setup page appears for the route.

5Select 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.

6Click the Submit button.

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