128 Chapter 11 Tips for operating Call CenterP0607190 03Routing Table administration• Use Forced Play greetings sparingly. If you use Forced greetings, keep them as short aspossible. Many long Forced Play greetings slows transferring calls to agents and causesunpredictable increases in distribution times. Calls in other skillsets are not affected.• When a Forced Play greeting plays for the highest priority call in a skillset, the other lowerpriority calls in the skillset have to wait even if agents become available during this time. Forexample, the longest waiting call, which is the highest priority call, gets routed to a ForcedPlay greeting. Agents become available during the time that the highest priority call is played aForced Play greeting. The result is that no calls in this skillset are routed to an agent until theForced Play greeting is finished playing to the highest priority call. This guarantees that thehighest priority call is answered before lower priority calls in the skillset.• Ensure that an Intelligent Caller Input Routing, Basic transfers calls to a skillset mailbox if youwant callers to be able to press · to leave a message in a skillset mailbox. Remember tomention in the greeting to press · to leave a message in a mailbox.• Program Intelligent Caller Input Routing, Basic to transfer calls to a skillset mailbox forNon-business hours greetings so that you do not miss any messages.• If a Goto step follows a greeting, make a Distribution step the target for the Goto step. If youmake the Goto target step after a Greeting step another Greeting step, callers hear twogreetings in a row.Call Center general parameters• Do not assign all the available voice channels as reserved channels. Otherwise, there will be nochannels available for voicemail.• A reserved or voice channel is used when:— a Call Center greeting is played to a caller— Off-premise Message Notification notifies you of a message in a skillset mailbox
