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.
NOTE: Overflow rules apply only after Routing Table steps are completed.
To create a Day or Night routing table
Click the Contact Center heading.
Click the Skillset List link.
The Skillset List page appears.
Click the Day or Night link for the skillset you want to create a routing table for.
Depending on your choice, the Day Routing Table or Night Routing Table page appears.
From here you can: