Adding or changing a Caller Input Rule

To add a Caller Input Rule

  1. Click the Add button.

    The Match Rule Setup page appears.

  2. In the Match String box type the string you want to match. You can use # and * as wildcard characters.

  3. Select an action for how you want to route the call:

  1. select Move to Skillset

  2. from the list box select the number of the skillset you want to transfer the call to.

  1. select Transfer to External

  2. in the box type the number you want to transfer the call to

  3. from the Outdial Method list box select an outdial method

  4. if you select Line or Pool, in the Line/Pool# box type the line or line pool number used

  1. Click the Submit button.

    The rule you created appears in the Match Table.

  2. Click the Close button to return to the Caller Input Rules Tables page.

 

To change a Caller Input Rule

  1. Click the Contact Center heading.

  2. Click the Caller Input Rules link.

    The Caller Input Rules Tables page appears.

  3. Click the Rules link for the table that has the rule you want to change.

    The Match Table page appears.

  4. Click the Change link for the rule you want to change.

    The Match Rule Setup page appears.

  5. Make the changes you require to the Match String or Action.

  6. Click the Submit button.

    The Match Table page appears with the changed rule.

  7. Click the Close button to return to the Caller Input Rules Tables page.