Nortel Call Center Telephone, Administration Manual

Page: 122 / 191

122 Chapter 9 Intelligent Overflow Routing
N0025637 01
Adding Overflow rules
1 Press
≤ ·°‹
.
Enter the Call Center Administrator Mailbox number and
password,
and then press
OK
.
2 Press
OTHR
.
3 Press
CC
.
4
Press
SKILL
.
5
Enter the number of the skillset you want to change and press
OK
.
6 The display shows whether the skillset is enabled or disabled.
You must disable the skillset before you make changes to it. To
disable the skillset Press
CHNG
and press
NEXT
to continue.
7
Press
NEXT
to continue.
8 Press
OTHR
.
9 Press
OVFLW
.
10
Press
ADD
.
11
The display shows the Overflow rule number
Select whether you want the rule to apply to Day, Night or 24 Hour
mode. Day is the default.
12
Select
TIME
if you want Overflow Routing to time how long the
call waits in the skillset before it goes to the destination that you
specify
or
select
NOAGNT
if you want Overflow to apply if there are no agents
logged onto the skillset
or
select
BOTH
if you want Overflow to apply if you want
TIME
and
NOAGNT
to apply.
13 Enter the time that a call waits in the skillset before it goes to the
destination that you specify and press
OK
.
Log:
QUIT RETRY OK
Admin
MBOX AA OTHR
Admin
GLIST CCR CC
CC Admin
AGENT SKILL OTHR
Skillset:
RETRY QUIT OK
Status: xxxxxxx
CHNG NEXT
Skill mbox pswd
RESET NEXT
Skillset Admin
PARM AGENT OTHR
Skillset Admin
ROUTE OVFLW UNCF
Overflow rules
ADD CHNG DEL
<2>: MODE
DAY NIGHT 24HR
<2>: Method
TIME NOAGNT BOTH
<2>: Timeout:
RETRY OK