Avaya BCM 2.0 Call Center Bedienungsanleitung

1-800-4 NORTELwww.nortelnetworks.com© 2000 Nortel NetworksP0911641 Issue 02Enterprise Edge 2.0 Call CenterSet Up and Operation Guide

10 Symbols and conventionsEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Symbols and conventionsThe following conventi

100 Assigning queue hours of operationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 027. Click the Disconnect option.As

Examples of setting up the Day and Night Routing Tables 101P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide5. Use the arr

102 Examples of setting up the Day and Night Routing TablesEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Example Queu

Examples of setting up the Day and Night Routing Tables 103P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide12. Click the

104 Examples of setting up the Day and Night Routing TablesEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 0233. Click th

Reviewing the Routing Table steps 105P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide12. Click the Apply button and then

106 Call Center Service ModesEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Call Center Service ModesYou use both the

Call Center Service Modes 107P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideChanging the Service ModeThe default call ce

108 Call Center Service ModesEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02You can also change the call center Servic

Call Center Service Modes 109P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide5. Click the Change Service button.The Chang

Reference documents 11P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideFor information about setting up voice mail, refer

110 Call Center Service ModesEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideEnterprise Edge 2.0 Call Center Lines AdministrationIntroductionEnterprise

112 Adding and assigning several linesEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02For lines equipped with Caller ID

Setting the Answer Lines status 113P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide7. In the # of rings box type the numb

114 Setting the Answer Lines statusEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideSetting up Call Center general parametersIntroductionSetting up Enterprise

116 Setting up general call center parametersEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Primary alertThe Primary a

Enterprise Edge 2.0 Call Center System Configuration Report 117P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide3. Use the

118 Enterprise Edge 2.0 Call Center System Configuration ReportEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Call Cen

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideMonitoring Enterprise Edge 2.0 Call Center call activityIntroductionThis c

12 Reference documentsEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02

120 Example of monitoring call activityEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Example of monitoring call activ

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideUsing Enterprise Edge 2.0 Call Center with Enterprise Edge Voice Messaging

122 Custom Call RoutingEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideEnterprise Edge 2.0 Call Center operation tipsIntroductionThis chapter pro

124 Tips about call center queue administrationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Tips about call center q

Tips about Routing Table administration 125P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideTips about Routing Table admin

126 Tips to calculate longest wait time a caller could be on holdEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Tips t

Tips to improve the efficiency of the call center 127P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideTips to improve the

128 Tips to improve the efficiency of the call centerEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideTroubleshooting Enterprise Edge 2.0 Call CenterIntroductionThis chapter pr

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideUsing Enterprise Edge 2.0 Call CenterIntroductionThis chapter describes:•

130 Problems and solutionsEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02The System Administrator password can be rese

Problems and solutions 131P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideCannot change the Call Center Queue General Par

132 Problems and solutionsEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideAppendix A: Enterprise Edge 2.0 Call Center Programming RecordBefore you b

134 Feature Code checklistEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Feature Code checklistCall Center Queue Param

Intelligent Overflow Administration 135P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideIntelligent Overflow Administratio

136 Agent AdministrationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Agent AdministrationAgent ID number1 - 100 (ass

Agent Administration 137P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide2728293031323334353637383940414243444546474849505

138 Agent AdministrationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 0255565758596061626364656667686970717273747576777

Agent Administration 139P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide8384858687888990919293949596979899100Agent ID num

14 Using your telephone with Enterprise Edge 2.0 Call CenterEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Using your

140 Agent-Queue and Supervisor Agent-Queue AssignmentEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Agent-Queue and Su

Call Center Queue Mailbox Administration 141P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideCall Center Queue Mailbox Adm

142 Greeting AdministrationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Greeting AdministrationMaximum 16 queues (Ph

Greeting Administration 143P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide2829303132333435363738394041424344454647484950

144 Greeting AdministrationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 0257585960616263646566676869707172737475767778

Greeting Administration 145P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide8687888990919293949596979899100Greeting Admini

146 Routing Table AdministrationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Routing Table AdministrationDay Routing

Routing Table Administration 147P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide34567891011121314151617181920Routing Tabl

148 Setting up general Call Center parametersEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Setting up general Call Ce

Line answering 149P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideLine answeringLine number(1 to 500)Telephone number Ans

Using Enterprise Edge 2.0 Call Center 15P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideUsing Enterprise Edge 2.0 Call Ce

150 Line answeringEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02No AA call ctrNo AA call ctrNo AA call ctrNo AA call

Operator/Business Status 151P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideOperator/Business StatusPassword OPERATOR (67

152 Operator/Business StatusEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideGlossaryAASee Automated Attendant.ACDSee Enterprise Edge 2.0 Call Center.A

154 Enterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Call Center Queue MailboxThe Call Center Queue Mailbox stores messa

155P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideWhen a call comes in on a line belonging to a queue that does not hav

156 Enterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Method of Call Distribution (Method)The method of call distribution

157P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideReal timeReal time is where there is no delay between the occurrence

158 Enterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideIndexAAA, 153Accessing Enterprise Edge Call Center 15ACDsee Call Center a

16 Your role as Enterprise Edge 2.0 Call Center System AdministratorEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02• s

160 Enterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Company Directory 49Configuring the lines 111Control Directory Numb

161P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideGoto steps in Routing Table 95Greetings, call centerchanging 91exampl

162 Enterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Night mode 35Night Routing Table 13Night Routing Table, setting up

163P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideMethod of Call Distribution 33, 156Queue name 32, 156setting up 33Wra

164 Enterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02type 26Type of agent 26UUnconfiguring the call center queue 43Using

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideUsing Enterprise Edge 2.0 Call Center Feature CodesIntroductionFeature Cod

18 Enterprise Edge Feature CodesEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Programming a memory button with a Feat

Feature Codes used by the System Administrator 19P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideFeature Codes used by th

20 Feature Codes used by the System AdministratorEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Operator/Service Contr

Feature Codes used by call center agents and supervisor agents 21P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideTo provi

22 Feature Codes used by call center agents and supervisor agentsEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Agent

Feature Codes used by call center agents and supervisor agents 23P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideNote: Fo

24 Feature Codes used by call center agents and supervisor agentsEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideCall Center Agent AdministrationIntroductionSince one person cannot handle

26 Adding an agent or a supervisor agentEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Agent nameThe agent name is req

Adding more than one agent 27P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide8. Click the Close button to return to the E

28 Changing agent informationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Changing agent informationYou can change t

Deleting an agent 29P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide4. Click the Reset Password check box.5. Click the OK

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideContentsChapter 1 How to use this guide 9Introduction 9How this guide is o

30 Forcing agent log outEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 024. If the agent is logged in, click the Yes but

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideQueue AdministrationIntroductionYou set up each queue in a call center to

32 Queue parametersEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02For information about these Enterprise Edge features

Setting up queue parameters 33P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideMethod of Call Distribution (Method)The met

34 Setting up queue parametersEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 022. Click the queue you want to set up.3.

Using Intelligent Overflow to control call handling 35P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideUsing Intelligent O

36 Using Intelligent Overflow to control call handlingEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02DestinationWhen I

Using Intelligent Overflow to control call handling 37P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideThe System Administ

38 Using Intelligent Overflow to control call handlingEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Example 4In this

Using Intelligent Overflow to control call handling 39P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide• selects the Agent

4 Enterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Chapter 5 Queue Administration 31Introduction 31Queues in a call cent

40 Using Intelligent Overflow to control call handlingEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 026. From the Servi

Enabling the queues 41P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide3. Click the Configure button.The Queue’s dialog bo

42 Changing Queue parametersEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 023. Click the Disable button.The queue statu

Unconfiguring the queue 43P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide14. Click the OK button to return to the Call C

44 Deleting agents from a queueEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 025. From the Available list box, click th

Viewing agents in a queue 45P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide8. Click the OK button to return to the Call

46 Viewing agents in a queueEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideQueue Mailbox AdministrationIntroductionThe Queue Mailbox stores messages

48 Determining the Control DN (Queue Mailbox number)Enterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02• initialize the Qu

Initializing the Queue Mailbox 49P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideInitializing the Queue MailboxYou must i

5P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideSetting up Off-premise Message Notification to a telephone number 67Set

50 Recording the Queue Mailbox greetingsEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02After the Queue Mailboxes are i

Recording the Queue Mailbox greetings 51P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideRecording a Primary greeting for

52 Recording the Queue Mailbox greetingsEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Recording an Alternate greeting

Recording the Queue Mailbox greetings 53P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideChoosing the Primary or Alternate

54 Recording the Queue Mailbox greetingsEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02To choose a Primary or Alternat

Recording the Queue Mailbox greetings 55P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideTo record a Personalized Queue Ma

56 Opening a Queue MailboxEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Opening a Queue MailboxAQueue Mailbox can be

Queue Mailbox password 57P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideTo access the Queue Mailbox directly from an out

58 Queue Mailbox passwordEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Resetting the Queue Mailbox passwordIf the Que

Listening to messages in the Queue Mailbox 59P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideListening to messages in the

6 Enterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Examples of setting up the Day and Night Routing Tables 101Examples o

60 Listening to messages in the Queue MailboxEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02A number of options are av

Replying to messages 61P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideReplying to messagesYou can reply to internal mess

62 Replying to messagesEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Replying to an external message senderYou can re

Off-premise Message Notification 63P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideOff-premise Message NotificationOff-pr

64 Off-premise Message NotificationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Assigning an outdial routeThe Outdia

Off-premise Message Notification 65P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideDialing restrictionsDialing restrictio

66 Off-premise Message NotificationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 024. Press fl to open the Off-premise M

Off-premise Message Notification 67P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideSetting up Off-premise Message Notific

68 Off-premise Message NotificationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 026. Press PHONE or ⁄ to choose a tele

Off-premise Message Notification 69P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideSetting up Off-premise Message Notific

7P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideChapter 14 Troubleshooting Enterprise Edge 2.0 Call Center 129Introduct

70 Off-premise Message NotificationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02This display appears when Off-premis

Off-premise Message Notification 71P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideAdding special characters to the desti

72 Off-premise Message NotificationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02£›¤fififi⁄¤‹›£‹where:£ specifies the ne

Off-premise Message Notification 73P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide7. Enter the destination telephone num

74 Off-premise Message NotificationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 0219. Press OK or £ to accept the dest

Off-premise Message Notification 75P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideChanging Off-premise Message Notificat

76 Off-premise Message NotificationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 026. Press CHNG or ⁄ to change the des

Off-premise Message Notification 77P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide10. Press CHNG or ⁄ to change the dest

78 Off-premise Message NotificationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Changing the destination type from a

Off-premise Message Notification 79P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide8. Enter the destination number and pr

8 Enterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02

80 Off-premise Message NotificationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Changing the destination type from t

Off-premise Message Notification 81P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide4. Press fl to open the Off-premise Mes

82 Off-premise Message NotificationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Inserting an Off-premise Message Not

Off-premise Message Notification 83P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideThe Queue Mailbox name appears briefly

84 Off-premise Message NotificationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Deleting an Off-premise Message Noti

Off-premise Message Notification 85P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideTurning Off-premise Message Notificati

86 Off-premise Message NotificationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Changing the Off-premise Message Not

Off-premise Message Notification 87P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide4. Press fl to open the Off-premise Mes

88 Off-premise Message NotificationEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideRecording Call Center GreetingsIntroductionThe primary purpose of call cen

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideHow to use this guideIntroductionEnterprise Edge 2.0 Call Center is an aut

90 Types of call center greetingsEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02General company greetingThe General co

Recording call center greetings 91P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideRecording call center greetingsBefore y

92 Changing call center greetingsEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02

P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideRouting Table AdministrationIntroductionThe Routing Table determines how t

94 About Routing Table stepsEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02• Plan which steps you are going to use.• A

About Routing Table steps 95P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation GuideTry to limit the number of Forced greetings t

96 Planning the Routing Table stepsEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 02Planning the Routing Table stepsTo h

Adding Routing Table steps 97P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide10. In the Transfer group box, select the Ba

98 Adding Routing Table stepsEnterprise Edge 2.0 Call Center Set Up and Operation Guide P0911641 Issue 024. Click the Day Routing tab to add the di

Adding Routing Table steps 99P0911641 Issue 02 Enterprise Edge 2.0 Call Center Set Up and Operation Guide5. Click the End step.Note: When the Routing