Nortel Call Center Telephone Administration Manual page 119

Example 5
In this example, calls to the call center go to skillset 1, which is the company's help line. If the call
is not answered by an agent within 2 minutes and 30 seconds and if there are no agents logged on
to skillset 1, the call overflows to skillset 2, which is the service department. If the call is not
answered within an additional two 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 Day service mode
• sets the timer to 2 minutes and 30 seconds
• selects the Agents not logged in check box
• selects Overflow to skillset as the action
• selects skillset 2
In the second rule the Call Center Administrator:
• selects the Day service mode
• sets the timer to 4 minutes and 30 seconds
• selects the Agents not logged in check box
• selects the skillset mailbox as the action
Mode Conditions
Day 02:30 and No Agents
Day 04:30 and No Agents
Chapter 9 Intelligent Overflow Routing
Action Explanation
Overflow: 2 The call overflows to skillset 2 after the call is in
skillset 1 for 2 minutes and 30 seconds and if there
Skillset Mailbox
are no agents logged on to skillset 1. If the call is
not answered within an additional 2 minutes the
call transfers to the skillset mailbox.
Call Center Telephone Administration Guide
119