Avaya CallPilot Contact Center Telephone User Manual Page 174
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174 Chapter 10 Routing table administration
NN40040-600NN40040-600
Setting the Service Modes for skillsets
You must set the Service Mode the skillset uses so that calls are answered correctly. You must set
the Service Mode using ≤·°¤ before calls are answered correctly.
Before you set the Service Mode you must:
• configure a skillset
• set up at least a Day Routing Table for the skillset
The default Contact Center Service Mode is 24 hour operation. You can change the hours of
operation using the Operator Feature Code (≤·°¤). There are six possible Service
Modes:
Auto
The skillset uses the Automatic Service Mode. You must configure both the Day and Night
Routing Tables before you can assign the Automatic Service Mode to the skillset.
Day
The skillset uses the Manual Service mode and the Day Routing Table.
You must configure the Day Routing Table before you can assign the Manual Service Mode
and the Day Routing Table.
Night
The skillset uses the Manual Service mode and the Night Routing Table.
You must configure the Night Routing Table before you can assign the Manual Service Mode
and the Night Routing Table.
24 Hour
The skillset uses the Day Routing Table only.
You must configure the Day Routing Table for 24 hour operation to use this Service Mode.
Uninit
The skillset is not configured.
You must configure the skillset before you can assign the Service Mode.
Invalid
You have only partially configured the skillset. You cannot enable this skillset.
Note: If you originally configure the skillset with a Day Routing Table only and
enable the skillset, Contact Center will recognize the Service Mode as Day.
Afterwards, if you add a Night Routing Table, Contact Center still recognizes the
Service Mode as Day. You must set the Service Mode to Auto to get Contact Center
to function in the Auto Service Mode.
- Administration Guide 1
- Trademarks 2
- Task List 3
- 6 Task List 6
- Contents 7
- 12 Contents 12
- Chapter 1 13
- 14 Chapter 1 Getting started 14
- Chapter 1 Getting started 15 15
- 16 Chapter 1 Getting started 16
- Audience 17
- Acronyms 17
- Symbols and text conventions 18
- Related publications 19
- How to get Help 20
- Chapter 2 21
- Using the dialpad 22
- About telephone buttons 23
- Feature codes 24
- To program a memory button 25
- Agent Feature Codes 28
- Chapter 3 29
- Reserved channels 33
- Setting Caller ID 35
- To set Caller ID 36
- To select skillsets 38
- Configuring lines 40
- Chapter 4 45
- Chapter 5 49
- Skillset properties 50
- Setting up a skillset 53
- Enabling a skillset 57
- Disabling a skillset 58
- Changing skillset properties 59
- Unconfiguring a skillset 63
- Chapter 6 65
- Indication telephone 66
- Opening a skillset mailbox 69
- Skillset mailbox password 71
- to select a greeting 76
- 2 new 0 saved 82
- PLAY REC ADMIN 82
- No messages 84
- COMP MBOX EXIT 84
- Retrieving erased messages 85
- Replying to messages 86
- Chapter 7 89
- Msg notify 97
- SELECT 97
- Deleting a destination number 110
- Adding a destination number 111
- To add a destination number 112
- NN40040-600NN40040-600 114
- Chapter 8 115
- To add an agent 116
- Changing an agent 118
- To change agent properties 119
- Adding multiple agents 120
- Dynamic Agent Priority 122
- To view agents in a skillset 128
- To log an agent off 129
- To delete an agent 129
- Changing an agent priority 131
- To change an agent priority 132
- Chapter 9 133
- Example 1 135
- Example 2 135
- Example 3 136
- Example 4 136
- Example 5 137
- Example 6 138
- Example 7 138
- Example 8 139
- To add Overflow rules 140
- To delete Overflow rules 144
- Erase rule: X 145
- CHNG OK 145
- Chapter 10 147
- Fax Detection 148
- Adding a Greeting step 150
- To add a Greeting step 152
- To add a Distribute for step 155
- Adding a Goto step 156
- Adding a Transfer step 158
- To add a Transfer step 159
- Adding a Disconnect step 161
- 16 Press OK 162
- Changing a routing table 169
- To review Routing Table steps 170
- To modify Routing Table steps 171
- Press NEXT 172
- To erase a Routing Table 173
- Chapter 11 177
- Monitoring tips 178
- Monitoring skillsets 179
- To monitor skillsets 180
- Taking some Not Ready time 182
- Logging off 183
- Changing your password 183
- Supervisor Help 184
- Configuring Supervisor Help 186
- How to handle missed requests 187
- Chapter 12 189
- Routing Table administration 190
- Plan for busy times: 192
- Plan for slow times: 192
- Chapter 13 193
- Agent problems 194
- Do Not Disturb 195
- Call Forward No Answer 195
- Hunt groups 195
- Automatic Answer 195
- Skillset problems 196
- Chapter 14 197
- Feature Codes 198
- Operator/Business Status 199
- Contact Center skillsets 200
- Contact Center agents 202
- Skillset assignments 203
- Skillset mailboxes 204
- Routing Tables 205
- Line answering 206
- Glossary 207
- Numerics 213
- 218 Index 218
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