Nortel Call Center Set Up And Operation Manual page 255

Chapter 18 Troubleshooting Call Center 255
Call Center calls do not follow Call Forward rules, but non-Call Center calls
do
For example, an agent is logged onto a set that is configured to CFNA to voicemail. A call is
distributed to the agent, who does not answer it, and the call is returned to the skillset, but the
desired behavior is to transfer the call to voicemail. Non-Call Center calls that do not get answered
do go to voicemail.
To have non-Call Center calls to go to voicemail and Call Center calls to return to the skillset,
make sure that the number of rings for Call Forward to Voicemail is set to greater than the Transfer
Callback Timer.
To have both Call Center and non-Call Center calls to go to voicemail, make sure that the number
of rings for Call Forward to Voicemail is set to less than the Transfer Callback Timer.
Also make sure that Call Centre agents have a CFNA Delay to voicemail/skillset DN that is lower
than the Transfer Callback setting. This way, unanswered Call Centre calls return to the
originating skillset and non-Call Centre calls are forwarded to the agent's personal mailbox.
Nortel Call Center Set Up and Operation Guide