Assigning Intelligent Overflow Routing To A Skillset - Nortel Call Center Set Up And Operation Manual

Assigning Intelligent Overflow Routing to a skillset

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 you want to add Intelligent Overflow Routing to.
The Overflow Rule Table page appears.
5 Click the Insert link for Rule 1.
The Overflow Rule page appears.
6 From the Service Mode list box select Day, Night or 24 Hour.
Chapter 9 Setting up Intelligent Routing
Nortel Call Center Set Up and Operation Guide
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