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Chapter 9 Setting up Intelligent Routing
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
N0008709 04
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.