Nortel Express User Manual page 135

March 2005
The Position in Queue feature is used to determine which type of announcement
to play to callers. In the example below, an average position in queue is 12. The
messages played may be as follows:
Position in Queue
Between 0 and 10
Between 10 and 15
Between 15 and 20
Over 20
Busy and overflow treatment
You can configure busy and overflow treatments to handle calls when the call
center is very busy. Symposium Express Call Center bases busy and overflow
treatments on the overflow treatment levels that you set in the Call Treatment
wizard.
Busy treatments
The global ceiling threshold, which is set in the Call Routing wizard, is the
number of active calls for the entire call center. When this threshold is reached
or exceeded, calls are given the following treatment:
For calls that enter the call center directly – All new calls are given a busy
!
tone and are then disconnected by the switch. (The caller is not charged for
the call.)
For calls transferred into the call center (manually, by a call transfer
!
treatment, or by a front-ending system) – All new calls receive ringback,
followed by the second overflow treatment. This treatment can be a busy
Call Center Management Guide
Configuring call treatments and call routing
Message
"Your call will be answered by the
next available agent. Please hold."
"Your call is important to us and will
be answered shortly. Please continue
to hold."
"We are currently experiencing an
unusually high number of calls.
Please continue to hold."
"We are currently experiencing an
unusually high number of calls.
You may want to call back after
1:00 p.m."
135