Avaya Contact Center Uživatelský manuál stáhnout pdf (Strana 128)

128 Chapter 10 Setting up Routing Tables

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13 In the EWT Table box type a descriptive name for the table, for example Peak Hours.

The caption can be a maximum of 30 characters.

14 Click Submit.

You can now use this EWT Table in a Greeting step of a Day or Night routing table.

To add a Greeting step, see “Adding a Greeting step” on page 131.

To delete an EWT Table

Before you can delete an EWT Table that is used by a routing table you must disable the skillset

that uses the EWT Table. If you want to delete an EWT Table that is not referenced by a skillset,

start at step 10.

1 Click the Contact Center heading.

2 Click the Skillset List link.

The Skillset List page appears.

3 Click the Disable link for the skillset you want to disable.

A message appears that asks you to confirm the request to disable the skillset.

4 Click OK.

On the Skillset List page in the Status column the skillset changes from Enabled to Disabled.

5 Click the Day or the Night link for the skillset with the EWT Table you want to delete.

The Day or the Night Routing Table page appears for the skillset.

6 Click the Modify link for the Greeting step that contains the EWT Table.

The Routing Step page appears.

7 Make the changes you want to the Greeting step so that it does not reference the EWT Table

you want to delete.

8 Click Submit.

The changed step appears in the Routing Table list.

9 Click Close to return to the Skillset List page.

10 Click the Expected Wait Time Table link.

The EWT Greeting Tables page appears.

11 Click the Delete link for the EWT Table you want to delete.

A message appears that asks you to confirm the deletion.

12 Click OK.

Note: If you want to change the Greeting Caption, click the Change Caption link and

make your changes.

Note: When you delete an EWT Table, you delete its contents. The number of EWT

Tables does not decrease. Your EWT greetings are not be deleted when you delete an

EWT Table.

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Avaya Contact Center Uživatelský manuál Strana 128