Nortel Call Center Telephone, Administration Manual

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118 Chapter 9 Intelligent Overflow Routing
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Example 3
In this example, calls to the call center go to skillset 1, which is the company help line. If there are
no agents logged on to the help line, the call moves to skillset 2, which is the company’s service
department. When a call moves to a new skillset, it does not remain queued at the original skillset
destination.
The Call Center Administrator:
• selects the Day service mode
• selects the Agents not logged in check box
• selects Move to Skillset as the action
• selects skillset 2
Example 4
In this example, calls to the call center go to skillset 1, which is the company help line. If no agents
are logged on to skillset 1, the call immediately moves to skillset 2. If agents are logged on to
skillset 1 and the call is not answered within two and a half minutes, the call transfers to the skillset
mailbox where the caller can leave a message.
The Call Center Administrator creates two rules. In the first rule the Call Center Administrator:
• selects the 24 Hour service mode
• selects the Agents not logged in check box
• selects Move to Skillset as the action
• selects skillset 2
In the second rule the Call Center Administrator:
• selects the 24 Hour service mode
• sets the timer to 2 minutes and 30 seconds
• selects the skillset mailbox as the action
Mode Conditions Action Explanation
Day No Agents Move to Skillset 2 Intelligent Overflow Routing checks to see
whether agents are logged on to skillset 1, but
does not check the timer.
If there are no agents logged on to skillset 1, the
call moves to skillset 2 and gets the new
greetings for skillset 2. When a call moves to a
new skillset, it does not remain queued at the
original skillset destination.
Mode Conditions Action Explanation
24 Hour No Agents Move to Skillset 2 The call moves to skillset 2 if no agents are logged
on. If agents are logged on and the call is not
answered within 2 minutes and 30 seconds, the call
transfers to the skillset mailbox.
24 Hour 02:30 Skillset Mailbox