Nortel Express User Manual page 30

Getting started
answered by the longest idle agent in the Corporate Sales and General
Inquiries skillsets, rather than by the agent with the higher skillset priority.
Note: If two agents have been idle for the same amount of time, then the
agent with the higher skillset priority gets the call.
3. High priority call enters the queue. A call enters the call center from the
123REST number and is queued to the Vacations skillset with a priority of
1. The overflow period expires and the call is then queued to the Customer
Service skillset with a priority of 2. The call jumps ahead of any calls
already in the queue that have been overflowed to the Customer Service
skillset from the 123HELP number.
4. No logged on agents. If there are no agents logged on to any skillsets, then
calls receive emergency treatment. For more information, refer to
"Configuring emergency treatment" on page 154.
5. Skillset out of Service. If a call comes into the call center and attempts to
queue to a skillset that is out of service (that is, there are no agents logged
on to that skillset), then the call receives treatment configured in the Out of
Service screen in the Call Treatment Wizard.
30
Standard 2.0
Symposium Express Call Center