Adding or changing a Disconnect step

A Disconnect step releases a call from the skillset it is in. If the first step in a routing table is a Disconnect step, Contact Center does not answer the call.

 

To add or change a disconnect step

  1. Click the Insert link for a step in the routing table, or click the Modify link to change a disconnect step. The disconnect step is added before this step. To add the disconnect step to the end of the routing table, click the Insert link for the End step. If the Routing Table is full the End step does not appear.

    The Routing Step page appears.

  2. Click the Disconnect option.

  3. Click the Submit button.

    The Disconnect step appears in the Routing Table list.

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