127Call Center Telephone Administration GuideChapter 10Routing table administrationRouting tables determine how the system answers, holds and routes incoming calls to agents inyour call center. You set up routing tables to handle incoming calls for each skillset. A call in askillset receives the treatment specified by the routing table. The treatment can be a combination ofgreetings, transfers, and being on hold. If an agent becomes available, the call is sent to theavailable agent.Each skillset has a Day and a Night Routing Table. Set up the Day Routing Table for your businesshours. 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. You can record the routingtable steps you create in “Routing Tables” on page 178.Setting up DID routingYou can route calls based on their Direct Inward Dialing (DID) number. DID is the ability to makea telephone call directly to an internal extension, without having to go through the operator.To route DID calls, set up a DID target line and assign the target line to a skillset.To set up DID routing for CallPilot 100/1501 From a Norstar telephone, set up a DID target line.For information about setting up a DID target line refer to the Norstar System CoordinatorGuide.2 Configure the target line number to be answered by Call Center.For information about configuring lines refer to “Configuring lines” on page 29.Note: You can add steps to a routing table only when you set it up. After you set up thetable, you cannot add or delete steps. You can modify steps.
