To add a Caller Input Rule
if you want to transfer the call to another skillset:
if you want to change the priority of the call, select a number between 1 and 20 from the New Call Priority list box.
if you want to transfer the call to the skillset mailbox, select Send to Skillset Mailbox
if you want to transfer the call to an extension, select Transfer to Extension and in the box type the extension number you want to transfer the call to
if you want to transfer the call to a mailbox, select Transfer to Mailbox and in the box type the mailbox number you want to transfer the call to
if you want to transfer the call to an external number:
if you want to transfer the call to the Automated Attendant, select Transfer to Auto Attendant and select a Greeting Table to transfer the call to, or select None to transfer the call to the default Auto Attendant prompt.
if you want to transfer the call to the operator, select Transfer to Operator
if you want to the call to remain in its skillset but you want to change the call’s priority within the skillset, select Change Call Priority Only and from the New Call Priority list box select a priority between 1 and 20 for the call. The default is 10.
To change a Caller Input Rule
Click the Contact Center heading.
Click the Caller Input Rules link.
The Caller Input Rules Tables page appears.
Click the Rules link for the table that has the rule you want to change.
The Match Table page appears.
Click the Change link for the rule you want to change.
The Match Rule Setup page appears.
Make the changes you require to the Match String or Action.
Click the Submit button.
The Match Table page appears with the changed rule.
Click the Close button to return to the Caller Input Rules Tables page.