Examples Of Intelligent Overflow Routing Rules - Nortel Call Center Telephone Administration Manual

Examples of Intelligent Overflow Routing rules

Intelligent Overflow Routing gives you flexibility in setting the rules for how calls are handled.
The following tables show examples of different ways you can configure Intelligent Overflow
Routing rules.
Example 1
In this example, calls to the call center go to skillset 1, which is the company's service department.
If a call is not answered by an agent within two and a half minutes, the call overflows to skillsets 2
and 3, the sales department skillsets. An agent from any of the three skillsets can answer the call.
The Call Center Administrator:
• selects the Day service mode
• sets the timer for 2 minutes and 30 seconds
• selects Overflow to Skillset as the action
• selects skillsets 2 and 3
Mode Conditions
Day 02:30
Note: If you want calls to overflow to multiple skillsets, specify all the skillsets in the
same rule. The call bypasses skillsets with busy agents and overflows to the next skillset
with an available agent.
Example 2
In this example, calls to the call center go to skillset 1. The Administrator wants to ensure that
lower priority calls do not wait in a skillset indefinitely. If a call waits for 2 minutes or more, a
higher priority is assigned to the call.
The Call Center Administrator:
• selects the 24 Hour Service mode
• sets the timer for 2 minutes
• selects Change Call Priority only as the action and selects 1 as the new call priority
Mode Conditions
24 Hour 02:00
Action Explanation
Overflow: 2,3 This Intelligent Overflow Routing rule applies only if there
are one or more agents are logged on.
If a call is not answered by an agent before 2 minutes and
30 seconds, the call overflows to skillsets 2 and 3. When a
call overflows, it also remains queued at the original
skillset destination.
Action Explanation
Change call priority This Intelligent Overflow Routing rule applies to any call
to 1 that has been waiting in skillset 1 for 2 minutes.
If a call is not answered by an agent when the timer
elapses, the call priority changes to the highest priority.
Chapter 9 Intelligent Overflow Routing
Call Center Telephone Administration Guide
117