Adding or changing a Goto step

You can add a Goto step only at the end of the routing table. A Goto step moves the caller to an earlier routing step.

For example, if a Goto step points to step 1, the call returns to step 1 and repeats the routing table steps. The steps are repeated until an agent becomes available or the caller leaves a message in the skillset mailbox.

The first step in a routing table cannot be a Goto step because there are no possible target steps yet. The Goto step cannot point to itself. For example, if step 6 is a Goto step, you cannot assign step 20 as the target Goto step.

 

To add or change a Goto step

  1. Click the Insert or the Modify link for the last step of the routing table.

    The Routing Step page appears.

  2. Click the Goto Step option.

  3. From the Goto Step list box select the number of the Routing Table step you want to send callers to.

  4. Click the Submit button.

    The Goto step appears in the Routing Table list.

  5. Click the Close button to return to the Skillset List page.