Nortel Call Center Telephone, Administration Manual

Page: 121 / 191

Chapter 9 Intelligent Overflow Routing 121
Call Center Telephone Administration Guide
Example 8
In this example, calls to the call center are answered by skillset 1, the company’s sales skillset. If a
call is not answered within 10 seconds, it overflows to skillsets 2, 3 and 4. If the call is not
answered within an additional 20 seconds, the call goes to the skillset 1 mailbox.
The Call Center Administrator creates two rules.
In the first rule the Call Center Administrator:
• selects the Day service mode
• sets the timer to 10 seconds
• sets Overflow as the action
• selects skillsets 2, 3 and 4
In the second rule the Call Center Administrator:
• selects the Day service mode
• sets the timer to 30 seconds
• selects the skillset mailbox as the action
Mode Conditions Action Explanation
Day 00:10 Overflow: 2, 3, 4 The call overflows to skillsets 2, 3 and 4 if the call is
not answered within 10 seconds. The call goes to
the skillset mailbox if it is not answered within an
additional 20 seconds.
Day 00:30 Skillset Mailbox