Avaya Contact Center Instrukcja Użytkownika Pobierz pdf (Strona 125)

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Contact Center Set Up and Operation Guide

Chapter 10

Setting up Routing Tables

About Routing Tables

Routing tables determine how the system answers, holds and routes incoming calls to agents in

your contact center. You set up routing tables to handle incoming calls for each skillset. A call in a

skillset receives the treatment specified by the routing table. The treatment can be a combination

of greetings, transfers, distribution, and being on hold. If an agent becomes available, the call is

sent to the available agent.

Each skillset has a Day and a Night Routing Table. Set up the Day Routing Table for your business

hours. Set up the Night Routing Table for your non-business hours.

The maximum number of steps you can add to a routing table is 20.

You can record the routing table steps you create in “Routing Tables” on page 241.

Fax Detection

Contact Center can detect fax calls and route them to a skillset mailbox. If you want Contact

Center to detect incoming faxes, you must make your first routing table step:

• a Greeting step

• with Forced Play

• without a transfer

• with a greeting that is a minimum of 11 seconds long

Fax Detection applies only if a fax machine is attempting to transmit a fax at the start of a greeting.

If a fax transmission starts several seconds after the start of a greeting, it is possible for the fax tone

not to be detected.

If you do not set up the routing table so it detects a fax call, some fax calls can be routed to agents,

and some fax calls can be routed to the routing table’s skillset mailbox.

To enable a routing table to detect fax calls, change the first step.

If you have a Business Communications Manager system and use Expected Wait Time, all

greetings in the EWT table must be greater than 11 seconds to support fax detection.

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Avaya Contact Center Instrukcja Użytkownika Strona 125