Nortel Call Center Telephone Administration Manual page 121

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
Day 00:10
Day 00:30
Chapter 9 Intelligent Overflow Routing
Action Explanation
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
Skillset Mailbox
the skillset mailbox if it is not answered within an
additional 20 seconds.
Call Center Telephone Administration Guide
121