Nortel Express User Manual page 137

March 2005
Call enters
Symposium
Express Call
Center
Give out of hours/
holiday treament
1. The call arrives at the Symposium Express Call Center CDN.
2. Symposium Express Call Center checks the global busy ceiling level for the
call center, and determines the number of active calls. If the number of
active calls equals or exceeds the global ceiling, one of the following
actions is taken:
If the call arrived at the call center directly, the caller is given a busy
!
tone, and then disconnected by the switch. (The caller is not charged for
the call.)
Call Center Management Guide
Is the Global
Ceiling exceeded?
No
Is ceiling per
CDN/CLID/DNIS
exceeded?
No
Is the
No
Call Center in
business hours?
Yes
Greeting
announcement
played if configured
Queue to
high-priority
skillset
1st & 2nd Wait
announcement
played if configured
Configuring call treatments and call routing
Is this call from a
Yes
front-ending
system?
No
Yes
Busy tone, then
switch disconnects
call
TS
1st Overflow (timer
or number of calls
in queue)
exceeded
Queue to
low-priority
skillset
2nd Overflow (timer
or number of calls
in queue)
exceeded
Busy
Yes
announcement
plays, and call is
or
disconnected
Route Calls
to DN
or
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