Nortel Express User Manual page 136

Configuring call treatments and call routing
announcement followed by a disconnect, or a transfer to DN, depending on
how you have configured the second overflow in the call treatment. (The
caller is charged for this call as a result of the front-ending system.)
Overflow treatments
Overflow treatments are used to handle calls that have been waiting in queue for
an extended period of time (by the callers' choice), or when the number of calls
currently queuing (by the callers' choice) has exceeded the threshold for queued
calls.
For each call treatment, you can configure a first and second overflow treatment.
These treatments take effect when the threshold (for either the time in queue or
the queued call count) has been exceeded. You set the threshold when you
configure call treatments.
For example, as a first overflow treatment, you can queue calls to a low priority,
or backup, skillset after 60 seconds. As a second overflow treatment, you can
route calls to a mailbox or to another call center, or you can play an
announcement after 3 minutes telling callers that the call center is busy.
You can also queue calls to a backup skillset based on the number of calls
waiting in the skillset queue. The Overflow by Number threshold determines the
number of calls that can be queued to a skillset before any new calls are
overflowed to a backup skillset.
Busy and overflow treatment diagram
The following diagram shows how busy and overflow treatments work in
Symposium Express Call Center:
136
Standard 2.0
Symposium Express Call Center