Nortel Express User Manual page 139

March 2005
routes the call to a DN
!
plays a busy announcement after the second overflow threshold is
!
passed
Emergency treatment
You can configure how to handle calls when your call center is experiencing an
emergency, or when all of the agents are logged off during business hours.
Choose between playing an announcement or routing calls to a DN. For more
information, see "Configuring emergency treatment" on page 154.
The emergency treatment that you configure applies to all calls that enter the call
center. You cannot create multiple emergency treatments.
Note: The emergency treatment does not take effect unless all agents are logged
off all skillsets. If all agents are logged off any one skillset during business
hours, the call is presented to an agent logged on to another skillset.
To activate the emergency treatment, you must place the call center into the
emergency state. For more information, see "Activating the emergency state" on
page 156.
Call routing
After you create call treatments, you must configure how calls are routed. You
can route calls to different skillsets based on the call's calling line ID (CLID),
Dialed Number Identification Service (DNIS), or controlled directory number
(CDN).
Use the Call Routing application to configure overflow priority information and
treatment assignment. When this application is closed, CDN, DNIS, and CLID
scripts are created for numbers that have skillsets assigned. Every CDN used in
the Call Routing application has its own script with a unique script name. The
CLID and DNIS scripts are different. One CLID or DNIS script can contain up
to 10 CLID or DNIS numbers used in the Call Routing application. They are
created in batches of 10.
Call Center Management Guide
Configuring call treatments and call routing
139