Nortel Express User Manual page 138

Configuring call treatments and call routing
If the call was transferred into the call center, either manually, by a call
!
transfer treatment, or by a front-ending system, the call is given
ringback, followed by second overflow. Based on how the second
overflow is configured, the call can receive a busy announcement
followed by disconnection, or a transfer to a DN. (The caller is charged
for this call as a result of the front-ending system.)
3. If the global ceiling is not exceeded, Symposium Express Call Center
checks the busy ceiling for the CDN/DNIS/CLID. If the number of active
calls equals or exceeds the applicable 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.)
If the call was transferred into the call center, either manually, by a call
!
transfer treatment, or by a front-ending system, the call is given
ringback, followed by second overflow. Based on how the second
overflow is configured, the call can receive a busy announcement
followed by disconnection, or a transfer to a DN. (The caller is charged
for this call as a result of the front-ending system.)
4. If the global ceiling is not exceeded and if the busy ceiling for the CDN/
DNIS/CLID is not exceeded, Symposium Express Call Center checks
whether it is a business day, within business hours, and whether it is a
holiday (in-hours or out-of-hours).
If the call arrives on a holiday or outside of business hours, then the
!
caller receives out-of-hours treatment.
If the call arrives during business hours on a business day, the greeting
!
announcement plays (if one is configured).
5. Symposium Express Call Center queues the call to the high-priority
skillset. The call receives the treatments configured in the Call Routing
wizard. This treatment may include first and second wait announcements.
6. If the call is still waiting to be answered when the first overflow threshold is
exceeded, then the call is queued to the low-priority skillset, if configured.
7. If a second overflow treatment is configured, and the call is still waiting to
be answered when the second overflow threshold is exceeded, then
Symposium Express Call Center does one of the following:
138
Standard 2.0
Symposium Express Call Center