Nortel Call Center Set Up And Operation Manual page 127

Example 6
In this example, calls to the call center go to skillset 1, which is the company's help line. The Night
Service Mode is set to start at 6:00 pm. After 6:00 pm there are no other skillsets with agents
logged on. If no agents are logged on to skillset 1 or if the call is not answered by an agent within
two and a half minutes, the call transfers to the skillset mailbox.
In this example, the Call Center Administrator inserts two rules. The Call Center Administrator:
• selects the Night service mode for both rules
• sets the timer to 2 minutes and 30 seconds as the condition for the first rule
• selects the Agents not logged in check box as the condition for the second rule
• selects the skillset mailbox as the action for both rules
Mode Conditions
Night 02:30
Night No Agents
Example 7
In this example, calls to the call center go to skillset 1, which is the company's order desk. Skillset
1 agents are the company's experienced sales agents. If no agents are logged on to skillset 1 and if
the call is not answered by an agent within two and a half minutes, the call overflows to skillset 2.
Skillset 2 agents are the company's less experienced sales agents.
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 as the action
• selects skillset 2
Mode Conditions
Day 02:30 and No Agents
Chapter 9 Setting up Intelligent Routing
Action Explanation
Skillset Mailbox The call transfers to the skillset mailbox if the call is
not answered within 2 minutes and 30 seconds.
Skillset Mailbox The call transfers to the skillset mailbox if there are
no agents logged on to skillset 1.
Action Explanation
Overflow: 2 The call overflows to skillset 2 if the call is not
answered within 2 minutes and 30 seconds and if
there are no agents logged on to skillset 1.
Nortel Call Center Set Up and Operation Guide
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