Modifying An Intelligent Overflow Rule; Deleting An Intelligent Overflow Rule - Nortel Call Center Set Up And Operation Manual

132 Chapter 9 Setting up Intelligent Routing

Modifying an Intelligent Overflow Rule

1
Start CallPilot Manager.
2
Click the Call Center heading.
3 Click the Skillset List link.
The Skillset List page appears.
4 If the Skillset is Enabled, click the Disable link, click the OK button to confirm.
5 Click the Overflow link for the skillset with the rule you want to modify.
The Overflow Rule Table page appears.
6 Click the Modify link for the rule you want to modify.
The Overflow Rule page appears.
7 Change the mode, conditions or actions for the rule.
8
Click the Submit button.
The modified rule appears in the Overflow Rule Table page.
9
Click the Enable link, click the OK button to confirm.
10 Click the Close button.

Deleting an Intelligent Overflow Rule

1 Start CallPilot Manager.
2 Click the Call Center heading.
3 Click the Skillset List link.
The Skillset List page appears.
4 Click the Overflow link for the skillset with the rule you want to delete.
The Overflow Rule Table page appears.
5 Click the Delete link for the rule you want to delete.
A message appears that asks you to confirm the deletion.
6
Click the OK button.
The rule is deleted from the Overflow Rule Table page.
7
Click the Close button.
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